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IT Governance

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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Is There Such Thing as Standardized Service Management?

ITSM and its various frameworks are not a one-size-fits-all bundle. Most companies already have ITSM processes in place that work swimmingly; they are just unaware of them. Whatever the case may be, Ivor Macfarlane, writing for IT Chronicles, examines the issue. Identifying and Maximizing Services No matter what the state …

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10 Mistakes of Using IT Balanced Scorecards

In a post at his blog, Joe the IT Guy considers the “IT balanced scorecard.” Riffing off a standard balanced scorecard, the IT balanced scorecard comprises four elements: projects and innovation, operational processes as a driver of business value, talent management, and end-users. It can be powerful if used correctly, …

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