ITSM
While IT service management (ITSM) has too often been viewed by the industry as an area of reactive management with fading process efficiencies and legacy concerns, a new study by Enterprise Management Associates (EMA) reveals that, in many organizations, ITSM is becoming a hub of innovation ...
APMdigest has added 2 new Hot Topics: IT Service Management (ITSM) and Digital Transformation.
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 ...
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 ...
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 ...
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 ...
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? ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
