SLAs & XLAs working together

SLAs & XLAs working together

The Challenge CIOs and IT Service Management Leaders face the on-going challenge of how best to measure service performance and customer satisfaction. Service Level Agreements (SLAs) are in place to manage and measure performance but often don’t capture what the customer really thinks. Recently, XLAs…

Creating an IT Service Strategy that works

Creating an IT Service Strategy that works

IT Service Management good practice means different things to different organisations and is a focus area for CIOs currently as they seek to align IT Service Delivery with constantly changing business needs. With the modern CIO taking on growing responsibility for business direction and strategic…

Digital SIAM – the key inputs

Digital SIAM – the key inputs

The challenge many are facing Service Integration & Management (SIAM) is being widely talked about by IT Leaders. Why? Because many are tired of watching their strategy and day-to-day delivery of IT services suffer because of supplier contracts and agreements that can't support agile, digital…

Exploring Digital Service Management (DSM)

Exploring Digital Service Management (DSM)

The evolution of Service Management In past blog articles we have discussed the relationship between `traditional ITSM`, Agile and DevOps in relation to how these approaches can help us to fully understanding business and customer needs. As organisations are reaching an ever-increasing level of digital…

Service Management goals for 2022

Service Management goals for 2022

The aim of Service Management in theory is simple. Providing services and products that meet customer needs and enable strategic business goals to be achieved. So why are so many companies getting this wrong? This short article explores the expectations of businesses and customers in…

Keeping Service Management relevant

Keeping Service Management relevant

There are no two ways about it - Service Management in several organisations needs a necessary face-lift to move with the times and remain relevant. Service Management is seen by many as an inhibitor, or a blocker, and not necessary in today’s Agile, cloud driven,…