Speed
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 […]
Maybe I am Dreaming …
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) […]
Change is Coming
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
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 […]
ITIL4 Customer Journey
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 […]