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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New Technology – Articulating Value for the Business
There is a parable about blind men encountering an elephant for the first time that reminds me of how new technology is often leveraged at organizations. Each blind man touches the elephant in a different place and only in that one place. As you would expect, each man comes to a dramatically different conclusion of
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Cybersecurity Needs a Human Firewall – Organizational Change Management is Key
Cybersecurity is more than just technology, policy, processes and protocols. It’s also about people. Without a people firewall, a technology one will be futile. Building an effective human firewall requires effective organisational change management (OCM). Why? Because you are asking people to do things differently and to do different things. Act different! So what are
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Stakeholders – They are More than just People
When it’s time to define stakeholders we hesitate and then try to find a Venn diagram or matrix to help us identify who our stakeholders are; but shouldn’t we already know who our stakeholders are? It’s a generic word that gets thrown around a lot to shuffle all the people involved in organizations and projects,
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How Does Your Story End? Is it Time for Another IT Hero?
I keep hearing about the power and importance of story telling. I am obviously lousy at it! I have been banging my head against a brick wall for 15 years trying to create change in the IT Industry, seemingly to little avail… Obviously I have not been telling it in the right way, so I
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Redefining Change Management in the Digital Age
Change management describes exactly what its name suggests – the management of change. It is an inevitable catalyst that propels us into new territories with innovative ideas and forward thinking; or at least we hope change will instill a positive effect in our workgroups. Traditional Change Management These two words describe the changes of organizational
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High Performing IT Teams – The Key to Delivering Value
For those who know my Warehouse (TWL) IT story you’ll know that things were a bit bleak in the early days. I had joined TWL from Deloitte with the expectation that as a CIO my role would be to lead a team that would use IT to provide competitive advantage and create value. However, what
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IoT and ITSM – How can Service Management Benefit?
Bots, buttons and gizmos galore (thingamabobs, I’ve got plenty) IoT and Internet bots continue to gather steam, with organizations investing heavily in new technology, yet this area doesn’t yet seem to be taking IT service managers by storm and is only minimally beginning to come into the service portal space. I recently asked who’s using
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Giving the Benefit of Hanlon’s Razor
There’s usually a good reason for things to be the way they are The first reaction when something goes wrong is often to cry: “look at what those idiots did!”. When British Airways experienced their recent power outage, everyone rushed to bike-shed what they had done wrong. Was it cost-cutting, was it out-sourcing and off-shoring,
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