Leaders Are Like Little Kids
Leaders are like little kids in one aspect… We like colorful pictures to tell a story. With time in limited supply, there is nothing more effective than an easy-to-consume graph or chart that speaks to the problem that needs addressing. We often forget that this is communication through pictures. One thing I am seeking to […]
Speed Of Delivery
What’s the percentage of standard changes to total changes at your organization? I maintain that a mature ITSM organization should have standard changes be 60-75% of total changes. This is for a few reasons:1. allowing speed-to-delivery for low-risk changes.2. allowing the CAB & change authorities to focus on higher risk changes.3. allowing the organization to […]
Rates of Change
The rates of change will only increase. When we think of how things will be different in the future, the changes will be driven by technology. RPA, AI, NLP, and everything in between. These innovations will drive how we do things on the process side of business outcomes. Think of how AI will impact: Knowledge […]
Chatbots
Everyone wants more chatbots. Few want to invest in the Knowledge Management that it takes to do chat right. Bad chatbots are MUCH worse than no chatbots. Sure, technology can enable chatbots, but not ensure their success.
We Need Improvement
The more I talk to people during and after an ITSM tool implementation, the more I fervently believe we – as an industry – are missing something. Let me first say this is not directed at individuals or companies but the general practices of how things are done. Companies not doing Service Management well buy […]