The Changing Game of IT Service Management


If you think that ITSM is static and old hat, think twice. A huge number of innovations are just emerging—some have been a long time in coming; while others are unexpected surprises—as analytics and automation are changing the ITSM game dramatically. Here are some trends that I’ve seen in 2014 that I expect will grow [...]



By | January 5th, 2015|Dennis Drogseth, IT Management, Service Management|0 Comments

Optimizing Change by Understanding Value


A little over a year ago, I got into a rather animated argument about whether IT could measure its performance by the “value” it delivered rather than by purely measuring “costs.” My dinner companion insisted that IT could now, always, and forever only be measured on costs. I disagreed. In fact I had just planned [...]



Why Advanced Operational Analytics (AOA) is NOT for 20 men or women in white lab coats!


You may have noticed that Advanced Operational Analytics is a topic of ongoing interest for blogs and commentary here at EMA, and I suppose this is especially true for me. In a recent blog focusing on “Transformative Use Cases from EMA Research” we looked at using the modular values of AOA to address everything from [...]



Why Optimizing your Cloud Service Provider(s)—is Still an Industry Work in Progress


A year ago, EMA did some rather eye-opening research about what it takes to deliver business services over a mix of public and private, and non-cloud infrastructures. The research—dubbed “Ecosystem Cloud”—showed that an overwhelming 94% of the respondents felt that monitoring “inside” public cloud infrastructures was important—and 63% felt it was “very important” or “critical.” [...]



Advanced Operational Analytics (AOA) – Transformative Use Cases from EMA Research


Steve Smythe discusses how IT Operations is transformed by big data solutions in his latest blog, “Transformation of IT operations with big data solutions.” Is this a reality? The answer—agreed upon here—is almost certainly “yes.” However, it should be pointed out that “big data,” or “IT Operations Analytics,” or as EMA calls it, “Advanced Operational [...]



Integrated ITSM—the Service Desk + Operations + Analytics


It’s fascinating how the meaning for just about every term relevant to service management can be a matter of debate—including IT Service Management itself (a discussion for another time).  However, what’s sparking this blog centers around the three other terms in the headline—“service desk,” “Operations” and “Analytics,” plus a fourth—“cognitive computing.” In reading Brian Jeffrey’s [...]



Graph Databases–and Their Potential to Transform How We Capture Interdependencies


Discovering, capturing and making sense of complex interdependencies is central to running IT organizations more effectively, and it is also a critical part of running the businesses IT serves. Whether it’s optimizing a network, or an application infrastructure, managing change, or providing more effective security-related access—more often than not these problems involve a complex set [...]



By | November 18th, 2013|Dennis Drogseth, IT Management, Service Management|0 Comments

From “plan / build / run” to “demand / supply / execute”


I want to outline briefly some ideas I’ve had recently about our fundamental models for understanding IT management. In 1968, Melvin Conway proposed an insightful law, basically stating that our systems are copies of our communication structure (how we interact as human beings). And while this law is often applied in discussions of computer program structure, [...]



By | June 4th, 2012|Charles Betz, IT Management, Service Management|0 Comments

Semantics matter: the troubled world of IT terminology


On March 27, 1977, two Boeing 747 passenger aircraft collided on the Spanish island of Tenerife, one of the Canary Islands, in the deadliest accident in aviation history. 583 people perished. Like the Titanic, a multitude of causes converged into the disaster. A terrorist bomb at a another airport, an overstretched small regional facility, a [...]



By | May 11th, 2012|Charles Betz, IT Management, Service Management|0 Comments
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