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 [...]



By | September 27th, 2016|Dennis Drogseth, IT Management, Service Management|0 Comments

Increased Focus on Digital Experience Management Prompts New Research- Done Jointly by Dennis Drogseth and Julie Craig


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 [...]



By | August 26th, 2016|Dennis Drogseth, IT Management, Service Management|0 Comments

How Is Cloud Changing the Face of IT Service Management?


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 [...]



By | August 26th, 2016|Dennis Drogseth, IT Management, Service Management|0 Comments

The Enterprise Service Catalog—Unifying IT Services for the Digital Age


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 [...]



By | August 26th, 2016|Dennis Drogseth, IT Management, Service Management|0 Comments

Who Owns User and Customer Experience Management?


There is growing industry attention to user, customer, and digital experience management—often condensed by the acronym UEM for “user experience management.” This attention is more than justified, but most of the buzz leaves out critical questions like, “What is user experience management?”, “Who really runs (or who should run) the UEM show in the digital [...]



By | January 22nd, 2016|Dennis Drogseth, IT Management, Service Management|0 Comments

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
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