Why Governance Matters More Than Another Service Management Tool
When service management is not working effectively, organizations often look for a technology solution. A new ITSM platform promises better […]
Service Management
Service Management
Service Management
Service Management Maturity: Knowing Where You Are Before Deciding Where to Go
Organizations often begin improvement initiatives by defining an ambitious future state. They want greater automation, stronger governance, better metrics, improved […]
Service Management
From Process Documentation to Operational Discipline
Many organizations have well-documented processes that are not consistently followed. The procedures exist. The workflows have been approved. The diagrams […]
Service Management
Why Service Management Assessments Should Start With the Business, Not the Toolset
A common mistake when evaluating service management capabilities is beginning with the technology platform. Organizations ask whether workflows are configured […]
Service Management
Service Management Is More Than ITIL: Building an Operating Model That Works
Service management is often treated as synonymous with ITIL. Organizations implement incident management, change management, problem management, request fulfillment, and […]