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IT Governance

Who Has Adopted Which ITSM and ITIL Processes?

I was explaining to a layman just last week that, relatively speaking, nobody adopts all of ITIL. For as spectacularly useful as it is, it is also spectacularly complex, so it must be implemented in piecemeal fashion. In a post for ITSM.tools, Stephen Mann reviews how prominent adoption of various …

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The Goals of the Future ITSM Professional

As customer and service experience become king in business, ITSM’s value is burning brighter than ever, since they know all about refining the service experience. A new white paper from AXELOS draws on the perspective of 330 ITSM professionals about where they think their role is headed in the future. …

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4 Common IT Dangers in the Age of ITSM

Project failures occur frequently because ITSM is not designed from the implementation phase to align with business strategy. So how is this avoided? In a post for IT Chronicles, Phyllis Drucker identifies some of the greatest dangers against which IT must stay vigilant. Is your IT fighting the good fight …

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ITSM Trends and Challenges in 2017

New year, new IT service management (ITSM). A white paper from Axios Systems examines the pressing trends in ITSM, having conducted research in eight countries with over 300 organizations. Service quality, customer satisfaction, and IT-business alignment have been found to be the biggest priorities. And interestingly, while ITSM is improving …

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Do Managers Understand Your KPIs?

How can you successfully manage a company without the proper measurements? There is a wealth of data at IT’s disposal just waiting to be managed and measured. In a post for Valorize IT, key performance indicators (KPIs) are analyzed to uncover their capabilities to successfully manage, measure, and monitor data. …

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Streamline Change with Delegated Change Authority

ITSM professional Greg Sanker is on an ongoing quest to make change advisory boards (CABs) a thing of the past. He does not simply want to kill them off though. Rather, he wants to make organizational change management into a process so efficient that a CAB becomes a superfluous aspect …

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