Utterly Surprised
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 […]
Culture
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 […]
Outside-In
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 […]
Governance
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. […]
Types of Outcomes
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 […]