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The Curious Case of the Missing IT Strategy
Share IT organizations often get stuck in a vicious cycle of never-ending work. IT implements solution after solution, fixes one problem after another, and no matter how many times they do it, those solutions and fixes never seem to stick. IT often finds itself just trying to keep up with what appears to be a […]
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Are You Due for an IT Health Check?
Share 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 were caught without any kind of technology contingency plan – and they felt the […]
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Don’t Go Chasing Electrons
Share One 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 don’t take a value and outcome-based approach to identifying and defining services. Because of […]
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Read This Before Investing in an Enterprise Service Management Tool
Share Are 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 up with the competition. And you’re improving your employee and customer experiences to boot. […]
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Are You Wasting Last Year’s Success?
Share 2020 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 hours. But that’s what happened thanks to COVID-19. Seemingly overnight, CIOs turned their organizations […]
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ESM is the Business Strategy Every CIO Needs
Share As organizations continue to work through a pandemic, adapt to an ever-increasing digital world, and adjust to new customer and employee expectations, CIOs must continue to step up to the plate to help navigate these changes from a business perspective. Perhaps with some organizations, CIOs have not been part of business decisions in the […]
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5 Modern Use Cases for Service Management
Share “Service Management” is in desperate need of a rebrand. For years, service management was synonymous with IT. It was branded as IT service management. But service management isn’t strictly about the service desk or specific methodologies. Service management is about improving how an organization creates, manages, and delivers value to its end users. If […]
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How To Avoid the Ghosts of ITSM Past
Share What happened to IT service management? It feels like not that long ago IT was the master of its domain. But things have changed. Shadow IT is rampant in most organizations, there are higher expectations from consumers and less patience from end-users. IT organizations can’t afford to be unresponsive and uncooperative. IT can’t keep […]
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The CIO’s Guide to Enabling a Hybrid Workforce
Share Looking back on 2020, one thing is certain: COVID-19 has permanently changed the way we work. Earlier this year, CIOs and IT departments were responsible for keeping organizations online and running as the world went into lockdown. The CIO role and the IT department finally began to receive the recognition they have long deserved […]
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When Your Remote Work Solution is No Longer a Solution
Share CIOs led the overnight transformation from in-office to remote work environments for many organizations in 2020. All over the world, CIOs enabled their organizations to continue work and stay in business amid a global pandemic. The accomplishment was astounding and for many CIOs, it earned them a rightful place as a strategic leader in […]
