Over the course of numerous deployment dialogs and multiple research projects starting with last year’s work on “ITSM futures,” I have been tracking a still largely unheralded phenomenon: ITSM teams in many organizations are evolving to take a leadership role in helping all of IT become more efficient, more business aligned,
I thought I’d begin the year by making some predictions about what to look for in 2016 in the area of IT service management (ITSM). For those of you who have been following my blogs with any regularity, and particularly for those who sat in on our webinar for the research report “What Is the Future of IT Service Management?”
There is growing industry attention to user, customer, and digital experience management—often condensed by the acronym UEM for “user experience management.” This attention is more than justified, but most of the buzz leaves out critical questions like, “What is user experience management?”, “Who really runs (or who should run) the UEM show in the digital age?”,
In research done earlier this year, we looked at changing patterns of IT service management (ITSM) adoption across a population of 270 respondents in North America and Europe. One of the standout themes that emerged from our findings was the need for the service desk to become a more automated and analytically empowered center of authority across IT as a whole.
This is the first of a three-part series on change management. In this blog, I’ll try to answer the question, “What is change management?” from both a process and a benefits (or use-case) perspective. In the second installment, I’ll address best practices for both planning for and measuring the success of change management initiatives. I’ll also examine some of the issues that EMA has seen arise when IT organizations try to establish a more cohesive cross-domain approach to managing change.
In my last blog, I discussed how IT service management (ITSM) roles (and rules) are becoming more operations-aware. The blog examined a number of key game-changers for ITSM, including a growing requirement for shared analytics; the rise (not the demise) of the CMDB/CMS and service modeling; cloud as both a catalyst for innovation and a resource to be managed;