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It’s amazing to me how many organizations claim to have an Enterprise Service Management program but either have a poor CMDB or only have IT configuration items in the CMDB. In order to have a legitimate Enterprise Service Management program, you must have a quality CMDB with enterprise configuration items. Plus, all stakeholders must be […]
When people talk about the topics of governance, overcoming bureaucracy, continual improvement, etc, there is one key factor rarely discussed … company culture. We do not like to admit it, but we can have the best governance initiative and it will fail if the culture is not willing. Going against the corporate culture will feel […]
If we are truly seeking “Enterprise Service Management”, we will need to take an “outside-in” approach where all stakeholders are engaged and support the initiative. With every organization now a technology-focused organization, an enterprise view of service management is needed. Do not let a tool define what is – and is not – Enterprise Service […]
Everyone wants technology innovation but few desire governance. Consider the broad stakeholders represented in every Service Management and Asset Management program. Each one requires specific data from the tools. This data is why you have ITSM and ITAM tools. The data is leveraged to solve business problems. The data needs to be current and accurate. […]
Have you noticed how our society has turned every perspective into binary outcomes, “it’s great” or “it stinks”? In reality, everything is on a spectrum. This is true for our Service Management & Asset Management programs. With an iterative approach – filled with continual improvement – we should always be getting better. This is why […]
I freely admit it, I have blindspots. We all do. The solution is to have people in your life to see what you don’t AND to listen. Sure, it takes trust. We’ve all listened to people we shouldn’t have, but those should be seen as learning opportunities. As we start the week, try to find […]
We are in – or entering – the most important time of the year for most companies. IT outages are painful. Two things to reduce outages if your organization needs maximum uptime: 1. Implement a “Change Frost” where changes are discouraged but there’s an escalation path for approval that includes senior leaders. 2. Spend extra […]
Earlier this year, I was researching some of the largest IT outages of 2021. They all, the ones which stated the cause, were due to a configuration change. Think about that for a moment. Large companies with everything redundant were brought down by a configuration change. This tells me 2 things: 1). Those organizations need […]
When we think of what Enterprise Service Management will look like five years from now, it will include a tool with workflows, but will also include: 1. All enterprise Assets and configuration items (CIs) in the same tool2. Common set of processes throughout the enterprise, regardless of the type of technology3. Group leadership will move […]
It might be unsaid, unmet, or unfair expectations. I have found this axiom true in 3 distinct (among others) ways in the ITSM and ITAM worlds ???? . 1. Leadership thinks there’s an understanding of licensing within the ranks, then comes a software audit. 2. Lack of a RACI with persona-based training so everyone knows […]