March 27, 2017

APMdigest has added 2 new Hot Topics: IT Service Management (ITSM) and Digital Transformation.

March 21, 2017

The majority of IT executives believe investment in IT Service Management (ITSM) is important to gain the agility needed to compete in an era of global, cross-industry disruption and digital transformation, according to Delivering Value to Today’s Digital Enterprise: The State of IT Service Management 2017, a report by BMC, conducted in association with Forbes ...

March 16, 2017

IT leadership is more driven to be innovative than ever, but also more in need of justifying costs and showing value than ever. Combining the two is no mean feat, especially when individual technologies are put forward as the single tantalizing answer ...

January 26, 2017

Optimizing the end-user experience has many dimensions to it, and one key element of them is ensuring that any issues from password reset, to application access, to support for multiple endpoints by a single user are all addressed without your users feeling that they’re queuing up at the Department of Motor Vehicles. This blog leverages EMA research to examine how a truly efficient service desk can make itself all the more effective by becoming more transparent, less verbally visible, and yet ultimately far more end-user empowering ...

December 01, 2016

In my last blog, I expressed my opinion that IT operations teams may be about to enjoy a renaissance rather than dismally fading away — but only if they adopt new ways of working, measuring themselves and interacting with business stakeholders. In this blog, I'd like to discuss how technology investments can help smooth the way toward operational transformation with a few examples from recent interviews. More specifically, I'd like to focus on three key areas of innovation, all in some way related to Advanced IT Analytics ...

November 22, 2016

It's safe to say that the role of IT Operations is changing, but beyond that there are countless opinions about just why and how. Lately I've been hearing a growing number of doomsday prophecies about how operations professionals are going away as they shrink in importance to managing an infrastructure already being replaced by cloud. However, I see a strong and consistent trend that isn't a move away from operations, but rather a deliberate transformation of how IT operations teams work. So which vision is correct? Gloom and doom or new levels of empowerment and rebirth? ...

November 21, 2016

Over the past few years, IT service management (ITSM) has become increasingly important to an organization's IT strategy, and companies are seeking new ways to improve IT service delivery and efficiency via better ITSM processes. Using advanced IT analytics, managers can identify blind spots and hidden gaps in their ITSM process as well as make accurate decisions by monitoring key metrics. Here is how advanced IT analytics can make the best of your IT service desk ...

October 20, 2016

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, and ever more relevant to business outcomes. Indeed, an ITSM 2.0 is emerging that’s radically different from its inherited, reactive past in ways that are sometimes predictable but more often surprising ...

September 28, 2016

Enterprise Management Associates (EMA) is looking to extend the reach of its consulting practice, and we'll be soliciting your inputs on your priorities. But before you do, I'd like to share some of what we've learned from our work in the past ...

August 24, 2016

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 ...

July 14, 2016

Cloud is no longer a new topic for IT, or for IT service management (ITSM). But its impact on how ITSM teams work, as well as on how IT works overall, has probably never been greater. Leveraging EMA research on the future of ITSM and on digital and IT transformation, this blog looks at data relevant to the impact of cloud on ITSM teams and addresses the following questions ...

January 19, 2016

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). In addition, I thought I’d add a little color by placing some personal bets about the likelihood of real progress in each area in 2016. Feel free to share your own thoughts on these. If you’re more accurate than I am (which could easily transpire), I promise to celebrate your insights in December 2016 ...

January 05, 2016

In research done in 2015, Enterprise Management Associates (EMA) 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. Rather than casting the service desk as a reactive, low-tech bastion of ineffective customer interaction, the data outlined requirements for a much more dynamic ITSM team — a team that could govern decision making and automate actions in dialog with operations, development, and business stakeholders ...

December 02, 2015

EMA surveyed 306 respondents in North America, England, France, Germany, Australia, China and India about digital and IT transformation. The goal was in part to create a heat map around just what digital and IT transformation were in the minds of both IT and business stakeholders. One of the key lessons learned was that digital and IT transformation really do go hand in hand and both require a laser focus on obtaining the highest level of service performance and user experience ...

September 18, 2015

EMA has just completed some new research on "Digital" and "IT Transformation." Our goal was to discover what the truth really is surrounding these critical (and sometimes overused) terms. We will be sharing some of the highlights of this research on September 30 ...

August 17, 2015

ITSM is a modern approach to planning, implementing and managing IT services of an agile, service-oriented organization. The practice is business, rather than technology-centered. IT services add the most value when they are in complete alignment with the needs of an organization. Otherwise, they impede a company's ability to react to market changes, put a strain on the budget, and, ultimately, result in dissatisfied customers and lost business opportunities. Four key solutions that help deliver ITSM benefits include the following ...

July 14, 2015

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; and support for enterprise services such as facilities and HR. I also discussed two topics, mobility and unified endpoint management, that I’d like to examine in more depth here ...

July 08, 2015

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 ...

July 07, 2015

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 ...

June 25, 2015

ManageEngine recently released the findings of its inaugural ITSM survey of organizations using service desk software. The survey reveals the high level of first-time IT help desk adoption as well as the high number of IT help desk implementations beyond IT ...

March 11, 2015

EMA recently completed some research looking at the future of IT Service Management (ITSM). The results just came in two weeks ago, and I’d like to share a few highlights with you here ...

January 14, 2015

If you think that ITSM is static and old hat, think twice. A huge number of innovations are just emerging. Some have been a long time in coming; while others are unexpected surprises — as analytics and automation are changing the ITSM game dramatically. Here are some trends that I’ve seen in 2014 that I expect will grow in importance in 2015 ...

February 04, 2014

The Enterprise IT support center has become a feature of almost every enterprise, but it is becoming commoditized and may be displaced by external service providers unless it can justify its existence ...

August 07, 2013

THINKstrategies conducted a recent survey to determine how Cloud Computing alternatives are affecting the IT Service and Client Management needs of organizations. While the vast majority of respondents are deploying on-premise Service and Client Management solutions, the tide is shifting to cloud-based implementations. And this raises big questions about the pros and cons of multi-tenant vs. single tenant cloud architectures that are increasingly relied upon to deliver Service and Client Management solutions ranging from running help desks and change management requests, to incident response processes, service catalogs and, in some cases, ITIL best practices ...

December 18, 2012

If you are considering implementing an ITIL-based ITSM solution for your IT Organization, you may consider starting with the ITIL Lite bare essentials option. In today’s blog, I would like to talk about the 5 minimum components required to start an ITIL implementation ...

December 11, 2012

IT is struggling to keep up with the resulting pace of service demand, according to a new survey by Serena of 200 IT professionals that focused on the current state of IT Service Management (ITSM), with a particular focus on what ITIL calls Service Transition ...

September 10, 2012

For those of us who handle IT change requests on a daily basis, the process can seem as onerous as a Sisyphean task. In this case, rather than a boulder rolling back down the hill, it is the backlog of RFCs that seem to grow every time you complete a request. Let’s face it - the requests are not going to stop coming. The business is trying to change faster, so they need IT to implement change faster. In the end, it is all about doing as much as you can with what you have. Following ITIL best practices and using a solid change management tool goes a long way, but how can the whole task be made less Sisyphean? The answer may come from borrowing some of the lessons learned from application development ...

November 28, 2011

itSMF USA has released the results of a new IT service management study. The study, conducted this year in partnership with Forrester Research, was created to help guide infrastructure and operations professionals through a better understanding of people, process and technology trends and best practices.

August 06, 2011

Well, let's take a quick look at some definitions from the ITIL 2011 edition glossary, and some comments from the 2011 edition books, add in some interpretation (yes, my subjective opinions), and see what conclusion we come to.

May 16, 2011

There is no IT for IT's sake - the IT is now just a tool and we need to focus on the job and outcome that we want to achieve with the help of the IT. Business Service Management (BSM) is an approach to understanding this context and ensuring that we always look at the goal/objective and outcome rather than focusing on the technology.