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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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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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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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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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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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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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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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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The concept – at a high level - wasn’t all bad. The concept was that IT organizations should adopt a service-oriented mindset when it comes to working within the business. The attitude of the IT organization must shift from
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Businesses are demanding more speed, agility, and responsiveness from their IT organizations. The work that IT does must provide the means for business to quickly realize value. What does this mean for IT? Roy Atkinson sums it up nicely when
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