Advanced IT Analytics: Making it Simpler to Optimize What’s More Complex


The growing market for analytics in IT is one of the more exciting areas to watch in the technology industry. Exciting because of the variety and types of vendor innovation in this area. And exciting as well because our research indicates the adoption of advanced IT analytics supports data sharing and joint decision making in [...]



By | April 13th, 2017|Uncategorized|0 Comments

Making Your Service Desk Less Vocal Actually Tells You Things Are as They Should Be


Optimizing the end-user experience has many dimensions to it, and one key element of them is ensuring that any issues from password reset, to application access, to support for multiple endpoints by a single user—are all addressed without your users feeling that they’re queuing up at the Department of Motor Vehicles. This blog leverages EMA [...]



By | November 4th, 2016|Uncategorized|0 Comments

The Magnificent Seven ITSM 2.0 Challenges


This is my second blog targeting the next generation of IT service management, or ITSM 2.0. The first blog described the characteristics I see as defining ITSM 2.0. Here we’ll look more closely at the key challenges you might face in getting there from a more traditional ITSM background. First of all, given this blog’s [...]



By | October 11th, 2016|Uncategorized|0 Comments

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|IT Megatrends, Uncategorized|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 9th, 2016|Uncategorized|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 | December 16th, 2015|Uncategorized|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|Uncategorized|0 Comments
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