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…
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…
The current situation Many of you who read this will be facing a similar challenge. That challenge is how to modernise your approach to Service Management best practice, in the light of the realisation that your current processes are no longer complimentary to an evolving…
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…
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…
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…
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,…