About Dennis Drogseth

Dennis brings 29 years of experience in various aspects of marketing and business planning for service management solutions. He supports EMA through leadership in Business Service Management, CMDB Systems, automation systems and service-centric financial optimization. At EMA, Dennis has pioneered research in converging management strategies, such as performance/availability and integrated security.

Why Analytics and Automation Are Central to ITSM Transformation


In research done earlier this year, we looked at changing patterns of IT service management (ITSM) adoption across a population of 270 respondents in North America and Europe. One of the standout themes that emerged from our findings was the need for the service desk to become a more automated and analytically empowered center of [...]



By | November 9th, 2015|Dennis Drogseth, IT Management, Service Management|0 Comments

Digital Transformation and the New War Room


In August EMA surveyed 306 respondents in North America, England, France, Germany, Australia, China and India about digital and IT transformation. The goal was in part to create a heat map around just what digital and IT transformation were in the minds of both IT and business stakeholders. We targeted mostly leadership roles, but also [...]



By | November 3rd, 2015|Dennis Drogseth, IT Management, Service Management|0 Comments

Process, Dialog, and Workflow: A Formula for Interconnection and Automation


As a follow-up to my previous columns on change management, I’d like to step back a little and shine a light on an even broader landscape. Here I’ll touch briefly on process, dialog, and workflow as a triad that can help IT organizations move forward toward a more efficient and potentially more business-aligned way of [...]



By | September 24th, 2015|Dennis Drogseth, IT Management, Service Management|0 Comments

Optimizing Change Management for Cloud, Agile, and Mobile: How the Technologies Are Evolving


This is the third blog in my series on change management. In the first, I examined both the processes and the use cases associated with managing change. In the second, I looked at metrics, best practices, and pitfalls. In this third blog, I’ll look at how the technologies for service modeling, automation, visualization, and self-service [...]



By | August 13th, 2015|Dennis Drogseth, IT Management, Service Management|0 Comments

Change Management—Metrics, Best Practices, and Pitfalls


This is part two of a three-part series. In part one, I addressed the question, “What is change management?” and examined change management from the perspectives of both process and use case. In this blog, I’ll look at what it takes to make change management initiatives succeed—including metrics and requirements, best practice concerns, and some [...]



Change Management—The Big Picture


This is the first of a three-part series on change management. In this blog, I’ll try to answer the question, “What is change management?” from both a process and a benefits (or use-case) perspective. In the second installment, I’ll address best practices for both planning for and measuring the success of change management initiatives. I’ll [...]



ITSM Futures: A Closer Look at Mobile and Unified Endpoint Management


In my last blog, I discussed how IT service management (ITSM) roles (and rules) are becoming more operations-aware. The blog examined a number of key game-changers for ITSM, including a growing requirement for shared analytics; the rise (not the demise) of the CMDB/CMS and service modeling; cloud as both a catalyst for innovation and a [...]



The Future of ITSM: How Are the Roles (and the Rules) Changing?


Both the “rules” and the “roles” governing IT service management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Recent EMA research, “What Is the Future of IT Service Management?” (March 2015), exposed a number of shifting trends that might surprise many in the industry. [...]



Best Practices for Maximizing Efficiencies – Governance and Optimization


In my last blog, I talked about “IT Cultural Transformation and the Elimination of Technology Silos.” That blog keyed on four key areas of advice, which also provide a useful foundation for the topic of “Governance and Optimization.” These key areas include: Standing in the middle of the storm –This means looking at the interdependencies [...]



IT Cultural Transformation and The Elimination of Technology Silos—An Exercise in Efficiency or a Dream Turned Nightmare?


Cultural transformation and eliminating IT silos may sound like an impossible dream—and indeed, perhaps “eliminating” is too strong a word. But the reality is that IT organizations must change toward a more responsive, business-aligned culture, as well as toward a more service-aware (versus siloed) way of working. So how do you begin? A lot depends, [...]



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