The Enterprise Service Catalog—Unifying IT Services for the Digital Age

While service catalogs are not new, they are becoming increasingly critical to enterprises seeking to optimize IT efficiencies, service delivery and business outcomes. They are also a way of supporting both enterprise and IT services, as well as optimizing IT for cost and value with critical metrics and insights. In this blog we’ll look at how and why service catalogs are becoming ever more important both to IT organizations and to the businesses and organizations they serve.

> Read More

Who Owns User and Customer Experience 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?”,

> Read More

The Future of ITSM: How Are the Roles (and the Rules) Changing?

Both the “rules” and the “roles” governing IT service management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Recent EMA research, “What Is the Future of IT Service Management?” (March 2015), exposed a number of shifting trends that might surprise many in the industry.

In our research, > Read More

How Service Automation Improves Security

Service automation refers to an approach to streamline operations via automated processes. While service automation has been widely sought by companies for its ability to reduce costs and increase productivity, this technology also makes corporations more secure. How? First, let’s consider how the discovery of a security threat would be handled by a company without service automation. > Read More