If I asked IT leaders what it was like the week the world went remote in 2020 due to the COVID-19 pandemic, I would guess 90% of them would have visceral reactions to the memory of that time. Many organizations
Read MoreOne of my biggest gripes about service management is that the work of service management has become synonymous with service management tools. This has really become an Achilles heel for service management. While service management tools are useful, they typically
Read More“Value” is one of the most overused and misunderstood terms in business today. It is often thrown around in meetings and on company websites but while many organizations talk about value, very few get it right. Why is that? What
Read MoreEnterprise Service Management (ESM) has been gaining traction over the last few years — and for good reason. With technology driving businesses forward these days, organizations must be able to holistically drive value to the bottom line of the
Read MoreDelivering IT services is at the core of any modern IT organization. IT provides services to deliver or enable business outcomes and value. It seems straightforward. So then, why do so many IT organizations struggle with undefined services? As
Read MoreMore and more companies are transforming via digital transformation and discovering new lines of business or radically changing their existing business models through the use of technology. What does this mean? It means that IT and the business
Read MoreAs businesses continue to become more reliant on technology, more and more organizations have formed partnership ecosystems. Bringing in and working with multiple partners is a smart way to deliver better experiences with optimized costs and capabilities. While there
Read MoreI have said before that service management has gotten a bad reputation. But that bad reputation is somewhat deserved because the service management of the past failed a lot of companies. I’ve heard from many IT professionals that they have
Read MoreAre you considering Enterprise Service Management (ESM)? There has never been a better time to get started. A 2019 EMA study found that 87% of organizations surveyed already had some level of ESM underway so by implementing ESM, you’re keeping
Read More2020 was a historic year for CIOs. Before last year, there had never been a point when nearly every CIO had to completely restructure how their organization did business in just a matter of days — or even a few
Read More
