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What Does It Mean for IT to Be Customer-Focused?
By John Worthington By definition a service is a means of delivering outcomes that a customer wants to achieve, so it’s important not to forget where these outcomes originate in order for IT to be...
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What Metrics Should Be Measured for Change Management?
By Kai Holthaus That, of course, depends (favorite answer of consultants everywhere...). As an IT executive, start by asking yourself what you want to achieve. Once you select a critical success factor...
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How to Measure the Impact of Your IT Transformation
By Matt Denton Generally when a company makes a decision to move in a new direction, a lot of analysis and rigor take place to ensure the decision is the right one. Business cases are created and...
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Building a Resilient Integration from Your Cloud to your IT Service...
By Pierre Moncassin In the vast majority of cloud implementations the integration between the self-service provisioning workflow and the configuration management system (CMS) will need to be addressed....
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Adopt Before You Adapt Your IT Processes
By John Worthington Many people familiar with ITSM have heard the expression ‘adopt & adapt’ as a good practice, but it’s worth noting the order in which these words are placed. You must adopt...
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Cloud Services Definition
Part 3 of the Cloud Business Management Series By Khalid Hakim, Kai Holthaus and Bill Irvine In our last cloud operations business transformation blog, we talked about the cloud business strategy and...
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