ITSM
IT Service Management provides a practical approach to designing, employing and managing the way IT is used in an organization. Get the latest information related to ITSM best practices, challenges and solutions.
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Service Management in a Changing World
I think that most people would agree that service management is in the midst of a period of exciting and significant change. But are these changes the same or different in different geographies? I was recently asked about the variations in service management practices across different countries, in particular in the Asia-Pacific region, where I live.
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Gartner Magic Quadrant for IT Service Management
Has the Gartner Magic Quadrant Lost Its Magic? If you’re an IT decision maker, one of the most valuable tools you can have is accurate, timely information about your environment, your users, and the solutions you choose. One of the most respected sources of this information has long been Gartner. And some of their highest-profile
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Thoughts from ITx NZ – What You Thought was a Project Never Was
I was lucky enough to present for itSMFNZ at the ITx conference in Wellington in July. I say lucky not just because I got to see NZ again (always a treat), catch up with good friends (not just NZ but US an Australians who were also presenting) and escaped from a too-hot England to a
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You’re Nobody Till Somebody Measures You
Once upon a time, Dean Martin told us that “You’re nobody till somebody loves you”. As I was reviewing yet another set of proposed metrics recently, I found myself humming that song, but substituting the word ‘measures’ for ‘love’ – because of course, in business, what’s love got to do with it? So it was
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Devops, Johan Cruyff, Total football – and Total IT?
DevOps and Football – where is the connection? In 2016 we lost Johan Cruyff, one of the few true greats of modern football (read soccer if you hail from west of the Atlantic). Looking back on how Cruyff, and coach Rinus Michels’s innovation changed football and how that then evolved into the modern playing style
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What have Dobby the House Elf, and a Robot Called Yolanda got to do with Shaping the Future of ITSM?
Fake news! Click bait! I was hoping the title would prickle your interest, in this internet driven world in which organizations are competing for their market share of your clicks. If you have got this far then I have just captured one of yours. Clicks are becoming the currency in this new digital economy. Clicks
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Turn Information into Knowledge with Collaborative Curation
On June 28, I have the honor of joining Rob Young, Senior Director of Product Marketing at Astound and former lead IT service management (ITSM) analyst at IDC, for a webcast. We’ll be discussing the impact of artificial intelligence (AI) and advanced automation on IT. I think it will be a lively and provocative 45
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Business Knowledge Optimization: The “Next Big Idea” in Collaboration
On June 28, I have the honor of joining Rob Young, Senior Director of Product Marketing at Astound and former lead IT service management (ITSM) analyst at IDC, for a webcast. We’ll be discussing the impact of artificial intelligence (AI) and advanced automation on IT. I think it will be a lively and provocative 45
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