From Service Manager to Service Broker

From Service Manager to Service Broker

Last week George Spalding of Pink Elephant and I conducted a BrightTALK Session entitled “IT Service Management: How We Got Here, and How We’ll Get There,” where we talked about emerging and disruptive technologies and the impact and relevance of…

Digital dependence

Digital dependence

I was booking a flight this weekend for an event in Japan in May (more on that agenda in the near future), and I was reminded of our day-to-day dependence on technology when the travel booking website was unavailable.  I…

The Evolution of Service Management

The Evolution of Service Management

Over the past several years, IT Service Management (ITSM) has evolved dramatically. What was considered mature and effective a short time ago is barely sufficient today. They say those who don’t know their history are doomed to repeat it, and…

The DevOps Transition Guide

The DevOps Transition Guide

In my last blog I wrote about the use of DevOps to accelerate the rate and pace of change in this new world we are living in. I’m often asked how to start the transition from a cultural and process…

DevOps: Changing the Nature of Innovation in Your Business

DevOps: Changing the Nature of Innovation in Your Business

We all know that the rate and pace of business innovation is accelerating. Think about how location services, initially focused on mobility, are now used in many more computing devices to determine the services delivered to users. And think about…

How Service Management Tools are Transcending IT

How Service Management Tools are Transcending IT

Now that technology is prevalent in the delivery of nearly every good or service, we have to think beyond IT when considering the impact and value of Service Management. We’ll discuss that and more on the itSMF vendor “shoot-out” next…

If You’re Not Innovating, It’s Time To Review Your Processes

If You’re Not Innovating, It’s Time To Review Your Processes

Is your organization executing at the rate and pace your business demands for innovation? If not, they’d better review their processes. As we move beyond the era of simply cost cutting, most business executives recognize the need to deliver innovative…