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

Best Practices for Maximizing Efficiency: 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 [...]



By | May 8th, 2015|BSM, IT Megatrends|0 Comments

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, [...]



By | March 13th, 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

The Virtues of a Living Conversation Versus one Frozen in Stone


EMA consulting once did an analysis of why strategic service management initiatives fail.  These ranged from cross-domain performance management initiatives, to configuration management initiatives with CMDB/CMS enabling foundations,  to company-wide asset management initiatives to name a few.    Of the top ten reasons for failure, only the bottom two (Integration and Discovery) were technology-related.    Three of [...]



By | April 14th, 2011|Uncategorized|0 Comments
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