ITSM and Business Intelligence: Why Do We Ignore Our ITSM Data?
“Why do we continue to waste the BI opportunity that sits atop our wealth of ITSM data?” Asks Stephen Mann. Read more here.
The Perfect Storm Driving ESM
Stephen Mann takes a look at four key drivers that are helping enterprise service management’s cause. Take a look to see what they are.
14 Ways to Streamline and Improve Your Customer Support
This is a high-level overview of 14 opportunities to improve your customer support, with a focus on the bigger picture of service desk improvement.
ITSM Purpose (in 2016): What Do Companies Really Want From ITSM?
What do enterprises really want from IT service management? Stephen makes looks at a wide array of answers. Find out more here.
6 Ways Consumerization Is Affecting the Service Desk
Have we really understood and adapted to the consumer-driven changes that will drive service delivery and IT service desk support in 2015 and beyond?
Why isn’t DevOps Delivering the Anticipated Benefits?
“What should we in ITSM be doing in relation to DevOps?” Stephen Mann gives his advice on how to see the value of DevOps. Take a look here.
The Consumerization of IT – A Decade of Distraction
With the consumerization of IT continuing to drive employee expectations of corporate IT, how will this potentially disrupt the way companies deliver IT?
Technology Business Management Benefits for Business Leaders
Stephen Mann looks at the results of a Technology Business Management (TBM) Council and KPMG survey and shares its insights.
Is Better IT Insight Finally In Sight? And I’m Not Talking Big Data
Forgetting Big Data, just how good is your average corporate IT organisation at analysing its IT performance data?
No CIO Ever Got Promoted For… Control and an Obsession With Process Optimisation
CIOs need to do so much more than managing the IT infrastructure, and business applications, if they want the oft-discussed “seat on the board”. Read more here.