Introducing IT Service Management (ITSM) 2.0: A Cornerstone for Digital and IT Transformation

Introducing IT Service Management (ITSM) 2.0: A Cornerstone for Digital and IT Transformation

Over the course of numerous deployment dialogs and multiple research projects starting with last year’s work on “ITSM futures,” I have been tracking a still largely unheralded phenomenon: ITSM teams in many organizations are evolving to take a leadership role in helping all of IT become more efficient, more business aligned, and ever more relevant [...]

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The Real Reason Apple Users Are Treated Like Second-Class Citizens

The Real Reason Apple Users Are Treated Like Second-Class Citizens

(With apologies to Jeff Foxworthy) You might be an Apple user if… You get blank stares from your IT department when you ask for SUS assistance Your company help desk constantly “escalates” through at least four technicians before you get to someone who can actually solve your problem You have to manually provision and update your own devices You have to reformat Word documents so they are readable by your peers You are stuck with aging devices because it’s too difficult to move your environment to something new You’ve ever heard the words, “Well, I know how to do that on Windows, but…” Let’s face it—business professionals ...

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The Top 5 IoT Lessons I Learned From Hollywood

The Top 5 IoT Lessons I Learned From Hollywood

In my last IoT blog, I talked about the history of IoT and the evolution of issues surrounding IoT devices. In this part of the series, we will expand on the issues around IoT and the data it collects. Research firms estimate that there will be between 20 billion and 30 billion IoT devices on Earth by 20201 and that they will have collectively produced over four zettabytes of data.2 These are virtually inconceivable volumes for the average person and dealing with volumes this high is effectively far more than a trivial matter. Given these factors, this blog is going to discuss how to deal with IoT using various (slightly ...

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ITSM-cubes-300x190px

Over the course of numerous deployment dialogs and multiple research projects starting with last year’s work on “ITSM futures,” I have been tracking a still largely unheralded phenomenon: ITSM teams in many organizations are evolving to take a leadership role in helping all of IT become more efficient, more business aligned, and ever more relevant...

Read More »



Apple devices_300x190

(With apologies to Jeff Foxworthy) You might be an Apple user if… You get blank stares from your IT department when you ask for SUS assistance Your company help desk constantly “escalates” through at least four technicians before you get to someone who can actually solve your problem You have to manually provision and update...

Read More »



posted by David Monahan   | September 23, 2016 | 0 Comments

Welcome to Hollywood sign

In my last IoT blog, I talked about the history of IoT and the evolution of issues surrounding IoT devices. In this part of the series, we will expand on the issues around IoT and the data it collects. Research firms estimate that there will be between 20 billion and 30 billion IoT devices on Earth by 20201 and that they will...

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Internet security

The primary function of enterprise IT management is to empower end users with access to technology resources that will boost their productivity and job performance. However, this focus is at odds with the core precepts of IT security which are adopted to minimize the exposure of enterprise systems, applications, and data. I recall that in...

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Digital and user experience management has been the focus of multiple EMA research studies throughout the years, both as a stand-alone topic and as part of EMA’s ongoing examination of critical trends such as digital and operational transformation, IT performance optimization, and of course application performance management (APM).  In many respects, optimizing the digital experience...

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While service catalogs are not new, they are becoming increasingly critical to enterprises seeking to optimize IT efficiencies, service delivery and business outcomes. They are also a way of supporting both enterprise and IT services, as well as optimizing IT for cost and value with critical metrics and insights. In this blog we’ll look at...

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posted by Dennis Drogseth   | August 26, 2016 | 0 Comments
Cloud is no longer a new topic for IT, or for IT service management (ITSM). But its impact on how ITSM teams work, as well as on how IT works overall, has probably never been greater. Indeed, more and more IT organizations have been “moving to the cloud.” But understanding its relevance can’t be achieved...

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Digital and user experience management has been the focus of multiple EMA research studies throughout the years, both as a stand-alone topic and as part of EMA’s ongoing examination of critical trends such as digital and operational transformation, IT performance optimization, and of course application performance management (APM). In many respects, optimizing the digital experience...

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Mindset concept in tag cloud

Nearly every day another successful breach is reported. In 2016 alone, organizations from major governmental agencies such as the IRS and Department of Defense, to major retailers including Wendy’s, have succumbed to attack. These organizations are not alone; every major business and governmental sector has been compromised. Large tech companies such as LinkedIn and Oracle,...

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posted by Steve Brasen   | August 18, 2016 | 0 Comments

Windows 10 devices_300x190

Time flies when you’re upgrading operating systems. It has officially been a year since Microsoft introduced Windows 10 to much fanfare and approbation. Acceptance of the platform was almost immediate, with many users simply grateful to migrate away from the much-maligned Windows 8 environment. At the core of the problems with the previous edition of...

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