ITSM

5 Imperatives to Becoming A Service-Oriented CIO

5 Imperatives to Becoming A Service-Oriented CIO

I had the pleasure of attending the CIO Magazine Symposium & Awards event and hosting an esteemed panel of CIOs...

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...

Waiting in Line

Service Experience Eats Service Management for Breakfast!

Have you ever wondered, while you are consuming a specific service and human interaction is required, the reason for the level of...

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