This author has yet to write their bio.Meanwhile lets just say that we are proud admin contributed a whooping 107 entries.
I have been posting about how we’ve misplaced Service Management and pushed it down to SLA enforcement. I have also frequently posted about how we need to begin seeing Service Management from the consumer’s perspective. Oddly, these are the same issue: We have failed to “implement” Service Management correctly and have instead focused on IT […]
There are many non-IT examples of Experience Management I love to use to illustrate concepts. One such is the issue of the walk to baggage claim in the Houston Airport. See link below. The airport was getting a lot of complaints saying they had to wait too long for their baggage. Instead of addressing the […]
One of the themes central to Service Management, Agile, Lean, and many more is an iterative approach. When we think of our personal lives, we need to take the same thought process. We will not immediately get better at anything. For example, if you need to lose weight for a special day, you skip a […]
Of the Service Management processes/practices, Change Management/Enablement is usually guilty of being the most bureaucratic. The rules and order are necessary to reduce risk. However, there are ways to follow the stated process and still deliver better outcomes. Let’s face it, even with the heavy reliance on rules and compliance, we still do a relatively […]
In the Deloitte Global ITAM Survey 2021, there are several points of interest, including: – A vast majority (84%) of respondents believe that they lack a truly effective ITAM initiative in place in their organizations. – More than half the respondents believe that cost efficiencies can be achieved by reducing overheads from IT asset inventory management, software […]
Consumers of IT services want one thing: outcomes. For far too long, we’ve measured process and steps when we should have measured the outcomes. This is where Service Management and Experience Management join to improve the services. If you walk into a deli or sandwich shop, you order, then wait for your food. Take the […]
There’s a major disconnect afoot. Every aspect of IT service delivery is becoming increasingly complex while organizations are reducing in-house staff in favor of managed services partners who want to deliver the minimum as per the contract. For example, without in-house expertise, how are you solving: 1. The increased demands of business stakeholders?2. The sprawl […]
As we talk more and more about Experience Management, please keep in mind that it is a complement to Service Management and the current SLAs and metrics. It will not replace them. Rather, it offers context from the consumer’s perspective.
The topic of Critical Success Factors is not discussed enough. We need to understand the criteria for success before embarking on the initiative. Below is another excerpt from my book, ITIL4: The New Frontier. ========================================= In every part of our lives, we have Critical Success Factors (CSFs). A CSF is a leadership term for an […]
As I learn more about the applications and implications of Experience Management – and its potential impact on IT Service Delivery – the Return on Investment is unmistakable. It has been proven that improved experience drives better services which brings money savings and increased funding in the future. The secret is understanding the service delivery […]