This author has yet to write their bio.Meanwhile lets just say that we are proud admin contributed a whooping 107 entries.
As you start your week, I would like to posit 2 things to consider: 1. No matter what initiative you are working on, build in an improvement mechanism. What our stakeholders view as valuable today will not be what they value tomorrow. We must account for how to handle the change, creating improvement opportunities in […]
Asset Lifecycle Management, for Software and Hardware, needs to be discussed more in our industry. Yes, the ITAM and ITSM tools give us a lifecycle workflow, but we must vtively manage the lifecycle to ensure we treat assets as investments … which is what they are. For example, we need defined processes for onboarding and […]
We must do better. We measure many things, but few relate to business objectives. We capture a lot of data, possibly too much, but do so without matching to business objectives and desired outcomes. Two things we must begin doing: 1. Ask all stakeholders what outcomes they desire, and prioritize accordingly.2. Make sure every activity, […]
ITIL4 DSV gives three C’s of trustworthiness in the context of a service relationship: Capability – can they produce results?Commitment – committed to outcomes?Consistency – will they perform as expected? Thoughts?
Why do we measure outputs instead of outcomes? There are many reasons, but here are a few: 1. outputs are easier to measure2. to measure outcomes, you must ask stakeholders what outcomes they desire3. our tooling is set up to report and measure outputs4. we don’t think in terms of outcomes (sad, but true) In […]
Turning data into something actionable is more difficult than it seems. We have ample data … possibly too much. This data must be actionable for decisions. Data is gathered, governed, and secured for decision-making. Remember the D-> I -> K -> W model The goal is to enrich and contextualize the data into wisdom. Now, […]
If an ITSM or ITAM tool implementation is unsuccessful, it’s not because of the tool. These tools are the best they’ve ever been and are improving all the time. If an implementation is unsuccessful, it’s because of the service provider (implementer) or service consumer (client), not what’s being consumed (tool). Getting calls after unsuccessful implementations, […]
We have a problem in our industry … millions of people have gone through ITIL Foundations training, but the majority of organizations struggle with Service Management. Though good and helpful, this tells me that the answer is not more trainings. The material is not being applied. I want to posit one potential enabler for improvement: […]
With every organization becoming increasingly complex due to technology, I have seen something surprisingly change … the increased focus on the skills to solve the problem placed ahead of time in the industry. Yes, industry experience matters. However, someone who knows how to solve the problems you are facing through expertise and intelligence will only […]
Imagine the future with AI, RPA, and every other known technology innovation. Now, imagine the governance needed to ensure the organization remains, compliant, addresses stakeholder needs, and operates in a measured manner. The future is bright, but we will see a few organizations – who have not invested in the needed governance – be made […]