Blog

IT Service Management Still Matters – Here’s Why

Believe it or not, your company has always been doing IT Service Management (ITSM) – from the moment it first used a computer.  Whether formally defined or not, ITSM exists in some form in every organization that leverages technology

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5 Ways Processes Make SMBs More Agile

“Processes” often sound like a dirty word for small and medium-size businesses (SMBs). When you’re working in a small organization, your team has no choice but to work together to ensure maximum productivity.  Many SMBs worry that processes

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4 Surprising Reasons ITSM Really is for SMBs

There is a nasty rumor going around the IT world about ITSM. Some professionals and organizations think that ITSM is nothing more than a bureaucratic mess of processes that only inhibits productivity and can only be effectively implemented by

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Process design
Why Your Process Isn’t Working “As Designed”

Almost everything in an organization is a sequence of tasks. In fact, many people describe a business as the “sum of all its processes.” This is why many IT leaders and consultants focus on process design. However, many IT

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IT organization
The Number One Reason IT Is Unappreciated (and how to change it)

There’s a quiet mumbling that occurs in every IT organization across the world. You can only hear if you listen very carefully. It’s the quiet sounds of IT organizations feeling underappreciated. The C-Suite and many parts of the organization don’t

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IT processes
Are Processes Killing Your Productivity?

Every IT organization knows that good processes are critical to the success of a company. The right processes can improve efficiency and create an organized workflow. However,when taken to the extreme, processes can kill productivity and ruin your team’s morale.

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Expand ITSM into the Enterprise
Nine signs that it’s time to expand ITSM into the Enterprise

I read a lot about how organizations have stood up a centralized service desk, a self-service portal, and called that “enterprise service management”. While these two deliverables may be good things to do, I don’t think that these two deliverables

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Not so excited about ESM
Why your company isn’t so excited (but should be!) about ESM

Enterprise Service Management (ESM) describes the use of service processes and technologies across an organization.  ESM also describes business management software which provides an integrated view into business practices. [1] And what part of any organization doesn’t rely on

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Service Management must move out of IT
Why Service Management must move out of IT

Is your IT service management “future ready”? A recent MIT Sloan Management Review article[1] discussed how organizations must become “future ready”.  The article stated that becoming future-ready requires change to the enterprise on two dimensions:  the customer experience and

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Finding Service Owner
Four Steps for finding your misplaced Service Owner

Has your IT organization defined services and named service owners? Have you identified the right person as the service owner? How do you know? Let’s start from the beginning What is a “service”? According to ITIL®, a service is “a

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