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Clarity. Clarity of vision, thought, progress, and the goal. We are often so busy that we miss clarity. Clarity only comes when we are able to rise above the struggles of the day and see the bigger picture. Like many, I often get so caught up in accomplishing the tasks of the day that I […]
I have been thinking about something and wanted to share the idea and get feedback … With every organization becoming unique, and unlike the others, we will see fewer instances of “pure” frameworks like ITIL, Agile, DevOps, etc. Every organization will have a different blend of the frameworks. I see it similar to how different […]
Many of us grew up with the fable, the rabbit and the tortoise in some variety. It’s applicable in today’s world, too. If you are not making progress, and are standing still, you will be passed by those making progress, however small. The turtle approach is perfectly fine as small, incremental improvements allow for steady, […]
When we seek to measure employee or customer experience, we must do two things: 1. Understand the desired outcomes by ASKING2. Measuring the progress against the outcomes by ASKING You will never understand what people want without asking them. For clarity, this is not the same as a survey after the resolution of an Incident […]
Everyone talks about measuring, and its importance. Few discuss how we can do better. The answer will be unique to each organization, but we can agree on two things: 1. Measures be tied to desired outcomes2. The traditional ways of measuring are not tied to desired outcomes Measures come in three varieties: a. Performanceb. Healthc. […]
Every organization is looking to increase speed. Change has caused us to be more nimble and reduce cycle times. Speed, speed, speed. In the book, “ITIL4: The New Frontier”, I discuss this topic. The greater the speed, the greater the need for governance. Yes, governance is a “bad” word for many organizations because it represents […]
I may be a dreamer but I am excited about the future of AI and ML within Service Management and Asset Management. Here are two examples: 1. Help ensure Knowledge articles are current by evaluating the quality and currency of the topics most searched. Add in the ability to survey (and analyze the results of) […]
The way we have always done things is not the way we will do them in the future. Change is coming. Even if you think of the disruption from AI, ML, RPA, etc, it will change how we do Service Management, Asset Management, and Business Continuity. We must start looking at how we do things […]
Disruption is coming. No, not from the much-discussed avenues. Most of the time, disruption comes from outside of the traditional industry. For example, Elon Musk disrupted the auto industry as an outsider. This is the norm. Think of Apple introducing the iPhone in 2009. The first smartphone was not from the traditional phone manufacturers of […]
In the ITIL4 Driving Stakeholder Value book, the Customer Journey is discussed. ITIL4 has the journey: explore -> engage -> offer -> agree -> onboard -> co-create -> value realization The last three are where, in my opinion, most organizations struggle. They know how to market/sell, have high-level demos, and send out/respond to RFPs, but […]