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Posts by Chris Pope

CMDB

The Process-Aware, Process-Driven CMDB

So we made it–the last part of my series on all things CMDB, and we didn’t include a single screen...

CMDB

Step 6: Avoid The Trap of Compromised Data

Lately, there is a welcome topic that I hear frequently from all sorts of companies. A few weeks ago a...

Top Notch Customer Service

Government Agency Banks on IT to Drive Top-Notch Customer Service

The Office of the Comptroller of the Currency (OCC) charted a course to change the way Information Technology (IT) works,...

Executive Insights

Step 5: Turning the Tables on the Dreaded Audit

Welcome to step 5 of my blog series meant to give IT practitioners techniques to navigate the journey to better...

Customer Perspective

The Future is Self-Service in the Enterprise

About 100 years ago shopping meant handing your grocery list to a store employee to pull your selections off the...

Secure 24

Secure-24: Consolidating Services in the Cloud

Outstanding customer experiences are created first within the service organization. You can’t deliver exceptional services to your customers when your...

Executive Insights

Step 4: Effectively Managing Change

I recently overhead someone state a claim that everything in the CMDB must have an associated RFC (request for change),...

Bottoms up for Service Automation!

Whether it’s, “cheers,” “prost,” “chin chin,” or “santé,” we’re toasting the recent ServiceNow selection by Diageo, the world’s leading premium...

Quarter End Certification

Resourcing the CMDB to Change the Way Your Work Gets Done: Step 3

I’ve developed this series to share techniques and best practices meant to change how you approach service management. In the...

Attributes compared to relationships

To Be a CI or Not, That is the Question!

This is the second installment of my Seven Steps to Change the Way Your Work Gets Done series. My role...

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