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. [...]



By | May 27th, 2015|BSM|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 [...]



By | July 31st, 2014|Uncategorized|0 Comments

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 [...]



By | June 9th, 2014|BSM|0 Comments

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 [...]



By | May 14th, 2014|Uncategorized|0 Comments
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