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What Ever Happened to Critical Thinking?
Share As businesses grow, so do the size and complexity of their problems and challenges. To solve those complex challenges and problems, leaders need to employ more critical thinking from themselves and their teams. However, the world seems to be lacking critical thinking at a time when businesses need it most. And the lack of […]
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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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The CIO Role, Reasserted
Share After an unprecedented year of change, many organizations are adjusting to a new status quo with technology – and technology experts – leading the way. And changing right along with the rest of the organization is the CIO role. With more reliance on technology, remote and hybrid working environments, and more technology-focused roles in […]
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A New CIO’s Guide to Mapping Experiences
Share Delivering and enabling business value is a large part of IT’s job. As such, the CIO must track how value flows, not only within IT, but across the organization. It may sound easier than it actually is. Because value is tricky. For one thing, it’s not always well-defined. And it often gets lost in […]
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Is the CIO the Continual Improvement Officer?
Share The CIO is often wearing many hats. They have to be tech whizzes and also strategic visionaries. And in my opinion, they now have to be the Continual Improvement Officer for their teams, their organizations, and in their careers. Continual improvement is about improving the quality of products and services by learning from past […]
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CEOs, are you making your CIO sick?
Share Here’s a scenario that might sound familiar: The CEO of a mid-sized organization calls in the CIO because times are desperate. The company needs to deploy new technology to increase revenue — quickly. The organization has already invested in a variety of tools and technology… but it’s not getting the job done. Now the […]
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ITSM is More Than Just Numbers on a Spreadsheet
Share This article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest struggles for CIOs and IT leaders. There are thousands of articles, webinars, and commentary […]
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Are You Prepared to Meet Customer Expectations in 2020?
Share In November 2018, I examined a few ways customer expectations have changed due to technology and what organizations, especially IT, need to know to stay competitive. Today, we reflect on how those expectations have changed in a short amount of time. Customers, technology, new expectations. Let’s start off talking about a company that failed […]
