• Enterprise Service Management – Not Just About ITSM Processes

    Enterprise Service Management – Not Just About ITSM Processes

    This is blog three of a four-part enterprise service management blog series. The first blog – The Perfect Storm Driving Enterprise Service Management – can be read here. And the second – 14 Benefits of Enterprise Service Management – here. Enterprise service management is a way for other business functions – such as HR, facilities,
    Read More…

  • Exploring the IT Value Chain

    Exploring the IT Value Chain

    Technically-oriented people often find it difficult to ‘sell’ their initiatives to decision-makers, resulting in missed opportunities, frustration and a poor image for the IT department. The IT Value Chain is a way of articulating an IT initiative’s outcomes in terms that make sense to business people, e.g. more business, better business, cheaper business. Being aware
    Read More…

  • Bringing DevOps and Support Together

    Bringing DevOps and Support Together

    5 Ways Your IT Support and DevOps Teams Can Work Better Together There is a division in the workforce: developers build and maintain software while the support team keeps everything up and running. While developers are tasked with continuously shipping product updates, support must attend to customer problems, uphold satisfaction and maintain business productivity. Their goals
    Read More…

  • Users left to their own devices – super duper user to the rescue

    Users left to their own devices – super duper user to the rescue

    Improving business productivity by investing in user skills Often, when an IT user’s work is hindered by an IT malfunction, the knee-jerk reaction is to dive into the information system to look for the cause. But did you know that almost half of ‘IT problems’ are caused by poor use? Surprisingly, there is not much
    Read More…

  • SIAM – The case for Service Strategy and Design in practice

    SIAM – The case for Service Strategy and Design in practice

    If IT services or processes are not designed they will evolve organically. Service providers need to respond successfully to business growth and decline if they to demonstrate value and retain the ability to continue to serve. Sometimes those business changes are pre-understood, sometimes vaguely peripheral, and sometimes a bolt out of the blue. How then
    Read More…

  • The Perfect Storm Driving Enterprise Service Management

    The Perfect Storm Driving Enterprise Service Management

    I’ve a feeling that I say “<<insert trend>> is nothing new” a little too much these days – it must be my age. And, as with the “discovery” of the 10+ year-old BYOD and Shadow IT “trends” a few years back, enterprise service management is yet another 10+ year-old “new trend” in the IT service
    Read More…

  • itSMF UK – New Leadership, New Vision

    itSMF UK – New Leadership, New Vision

    There is no easy way to say it, but the IT Service Management Forum globally has been having a tough time, with the exception of a very few chapters. The forum is at a crossroads where it needs to prove its relevance to its members or pack up and go home – wherever that may
    Read More…

  • Working in the Shadows

    Working in the Shadows

    “Who knows what evil lurks in the hearts of men?” This famous line was created for the 1930’s era pulp drama “The Shadow”, and was always followed by the answer “The Shadow knows!” While those days are bygone, the specter of hidden behavior is not, and unless you remain diligent its effects will sooner or
    Read More…