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Idwell on Service Management

Why HR needs to move from digitization to digitalization

How digital is HR? Many CHROs and CIOs would argue “a lot”, referring to the many technology projects they have recently completed or have underway. From Pocket http://ift.tt/2tDF48D Tagged: Digital Transformation, Gartner, itstrategizer

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5 Team Skills That Make DevOps a Success

When starting their DevOps journey, your team will discover it needs to develop some new skills. Most likely the team is good at typing code and solving issues, but what about the soft skills? From Pocket http://ift.tt/2qN0T1Z Tagged: DevOps, itstrategizer

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How to Define, Measure, and Report IT Service Availability

Availability of IT services really matters. When services that a customer expects to be able to access aren’t available, that customer is going to be unhappy. From Pocket http://ift.tt/2sUS8pu Tagged: availabilty management, ITSM Tools, itstrategizer, stuart rance

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The Doyle Report: Do You Have What It Takes to be a Virtual CDO?

What do Nike, Warner Bros. and The Hartford all have in common? For one thing, they all have Chief Digital Officers (CDOs). From Pocket http://ift.tt/2sVQkxp Tagged: chief digital officer, itstrategizer

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Good Attitudes Are Still Prevalent in ITSM

I’ve been a regular attendee at the Service Desk and IT Support Show (SITS) in London for a few years. And this year was yet another busy and fun event. From Pocket http://ift.tt/2szzLHw Tagged: ITSM Tools, itstrategizer, ivor macfarlane, Service …

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The Road to Kittens Is Littered with BRM

We’ve been hearing more and more about Business Relationship Management (BRM), and for good reason. From Pocket http://ift.tt/2sk7rpx Tagged: business relations, itstrategizer, joetheitguy

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12 ‘best practices’ IT should avoid at all costs

What makes IT organizations fail? Often, it’s the adoption of what’s described as “industry best practices” by people who ought to know better but don’t, probably because they’ve never had to do the job. From Pocket http://ift.tt/2rXcn52 Tagged: CIO.com, itstrategizer

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The CAB – Do We Still Need One?

A couple of recent client engagements have had me wondering about this question. If Change Management is done properly, do we really need final approval by a CAB during a meeting when most tools have robust automated approvals, conflict checkers …

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What does automation mean for G&A and the back office?

A lot. By incorporating available technologies, redeploying employees and reimagining processes, companies can dramatically increase performance and greatly reduce costs. From Pocket http://ift.tt/2sIo2mH Tagged: Digital Transformation, itstrategizer, McKinsey

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The expanding role of design in creating an end-to-end customer experience

Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses. From Pocket http://ift.tt/2rwXgiw Tagged: itstrategizer, McKinsey

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Taking a new approach to data management in the cloud

The move to digital with its accompanying shift to the cloud, use of IoT sensors and advanced analytics is a profound change for both business and IT. From Pocket http://ift.tt/2swNQ5g Tagged: cloud computing, ITProPortal, itstrategizer

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Digital Transformation – Survey Shows that Leadership is in Crisis

Wipro Digital, the digital business unit of Wipro, has just released a new study that shows that leadership within digital transformation may be in crisis. Half of senior executives feel that their company is not successfully executing against 50% of …

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What is Digital Transformation?

What is Digital Transformation? From Pocket http://ift.tt/2rnittN Tagged: CIO.com, Digital Transformation, itstrategizer

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Design Coordination: How to Get Your ITSM Ducks in a Row

If you’ve been following my blogs (or even if you’re just a savvy IT professional like yours truly), then you know that ITIL® offers us a wide range of processes to learn, love. and adapt to our circumstances. From Pocket …

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Starting and Scaling DevOps in the Enterprise: Get the Map to Guide You on Your Path

Recently, I had the pleasure of participating in Electric Cloud’s Continuous Discussions ( #c9d9) community podcast – discussing scaling Agile and DevOps in the enterprise. The topic is near and dear to my heart, as I’ve spent my entire career – at HP …

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How good is your company’s internal customer experience?

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To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. From Pocket http://ift.tt/2qWjLgV Tagged: customer service, itstrategizer, linkedin, McKinsey

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Product managers for the digital world

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The role of the product manager is expanding due to the growing importance of data in decision making, an increased customer and design focus, and the evolution of software-development methodologies. From Pocket http://ift.tt/2rU8vyS Tagged: itstrategizer, McKinsey, Service Management

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How artificial intelligence can prevent machine failures

Despite rapid advances in technology, we’re still seeing many stories of product recalls, factory failures and other types of maintenance accidents repeated, year after year. From Pocket http://ift.tt/2skTFSQ Tagged: IT Management, itstrategizer, robotics

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Artificial Intelligence on the Assembly Line

When Anna-Katrina Shedletsky was working as an engineer at Apple, she often found herself traveling overseas and spending weeks at the factory to fix a problem on an electronics assembly line. Finding the root cause of an anomaly can be …

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Model Behaviors in Cybersecurity…let’s just continue to ignore them!

Key themes at this year’s Pink-LATAM conference focused around Agility, Business Value, Risk and…..Culture. Culture and behavior seem to be increasingly featured topics at IT conferences as a critical barrier or enabler for the IT transformation facing many organizations. From …

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ITIL-as-a-Service? 7 Cloud-Integrated ITSM Processes

Public cloud services affect more than the traditional on-premise IT infrastructure. They also affect the people that deliver and manage IT services, and the operating and IT service management (ITSM) models used in doing it. From Pocket http://ift.tt/2sSxl6K Tagged: itstrategizer, …

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5 Interesting ITSM Stats from The Latest HDI Report

I’ve said it before and no doubt I’ll say it again (and again) – we love stats and benchmarks in IT. Probably even more than we love IT service management (ITSM) best practice based on my observations of how often …

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Cloud Gathering Momentum, but Tech Pros Struggle with Optimal Strategy

Pure Storage, a leading independent all-flash data platform vendor, recently announced the results of Evolution, an independent global research survey exploring the ways businesses are balancing infrastructure and applications today and in the future. From Pocket http://ift.tt/2sAjCRP Tagged: cloud computing, ITChronicles, …

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Nine Guiding Principles for ITSM or… for Everyday Life

ITIL Practitioner focuses on nine guiding service management principles that distil the core message to facilitate improvement and success at all levels. From Pocket http://ift.tt/2s7tqjx Tagged: itsmprofessor, itstrategizer

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Have we bridged the gap between Data Science and DevOps?

How do Data Science and DevOps fit together? In this article, Richard Gall explains why integrating Data Science with your DevOps can lead to a better and smarter business. Packt’s Skill Up 2016 survey revealed Data Science and DevOps to …

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The 7 Habits of Highly Effective Incident Managers

Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? From Pocket http://ift.tt/2rfVmEz Tagged: Incident Management, …

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Kill the CAB

Requiring permission from a Change Advisory Board after a change is complete is absurd. A system has to be broken to need any discussion by that stage. Fix the system and kill the CAB. Its possible. Building on my post …

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Digital Transformation: More than Just a Buzzword

Lately, it seems that digital transformation has become a term that is used pretty liberally as a convenient phrase for justifying a technology conversation. From Pocket http://ift.tt/2s7YoKK Tagged: CIO.com, Digital Transformation, itstrategizer

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A Fool with An ITSM Tool, Is Still a Fool

IT help desk, and then service desk, teams have long been mesmerized by the advertised benefits of the latest service desk or IT service management (ITSM) tool, showcased to bring order to the chaotic mess in IT departments and to …

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Mastering the Role of Products in the Digital Era

What is a Product in today Digital World?  and are you getting maximum value from Digital business platforms across product lines and ecosystems? Is your product an ongoing commitment to serve customers’ needs and meet business objectives, or just to delivering …

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Using a Service Catalog to Enable Enterprise Service Management

As discussed in part one of this blog series, service catalogs are not only limited to IT. They can be used to bring together service offerings that collaborate multiple departmental efforts. From Pocket http://ift.tt/2rg0APA Tagged: ITChronicles, itstrategizer, service catalog, Service …

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The End of Incident Management (as we know it!)

Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation. From Pocket …

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CIO doesn’t play chief digital officer role at GE

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By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers. From Pocket http://ift.tt/2r7T4Gf Tagged: chief digital officer, CIO, itstrategizer, techtarget

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When the customer experience starts at home

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To serve end customers better, begin with your employees. Charity, the saying goes, begins at home. So too does a superior customer experience. From Pocket http://ift.tt/2qWa2XW Tagged: customer service, itstrategizer, McKinsey

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IT and the Business – A Worrying State of Affairs

I recently made a 3-week whirlwind tour to a number of destinations (Germany, Bratislava, UK (London & Manchester), Poland, Mexico, Norway and the Netherlands, reaching out to around 650 people from different organizations. From Pocket http://ift.tt/2unzRi8 Tagged: business relations, DevOps, …

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Identify Bottlenecks in Your Agile and DevOps Processes: An Interview with Tanya Kravtsov

Josiah Renaudin: Welcome back to another TechWell interview. Today I’m joined by Tanya Kravtsov, a director of QA at Audible and keynote speaker at this year’s Agile Dev, Better Software & DevOps West conference. Tanya, thank you very much for …

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Learn From the Rise and Fall of Uber’s Customer Experience : Augie Ray

For a private company, we sure know a lot about Uber. We know its meteoric rise to become the most valuable “unicorn” in the world. We know its well-publicized issues with corporate culture. We know Uber has a tremendous void in …

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Business-Provider Maturity Model

In today’s business climate it is imperative that the IT Service Provider not only understand what the business strategy is, but be able to initiate and deliver services that not only support it, but help to shape it. From Pocket …

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Why You Need to Know Your Company’s IT Service Management Maturity Ranking

The volume of tasks running through the service desk continues to escalate. And end users—conditioned by Amazon, Facebook and Netflix—have ever-increasing service expectations. From Pocket http://ift.tt/2skesqm Tagged: ITChronicles, itstrategizer, Service Management

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6 Steps to a Successful DevOps Adoption

Figuring out the most optimal way to enable agility and rapidly deliver services to customers—without compromising quality—continues to be one of our industry’s biggest challenges. From Pocket http://ift.tt/2rh8N33 Tagged: DevOps, itstrategizer

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Who Sets the Focus for ITSM Training?

I was recently intrigued to read a blog by Paul Wilkinson about IT service management (ITSM) training: “Has ITSM Training’s Focus on Guaranteed Pass Rates Gone Too Far?” And when Paul invited me to respond, I couldn’t resist. From Pocket …

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Automation at scale is driving transformative change across insurance

Advances in robotics, cognition, artificial intelligence, and machine learning are ushering in a new era of automation. Machines can now match or outperform humans across a range of activities in a number of industries, including insurance. From Pocket http://ift.tt/2rJwHXt Tagged: …

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Simplicity Trumps Complexity… Not Everyone Needs a Complicated ITSM Tool

The IT service management (ITSM) tool ecosystem, and its history, is an interesting beast. From Pocket http://ift.tt/2sN5gKf Tagged: ITSM Tools, itstrategizer

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The Business Relationship Maturity Model

The Business Relationship Maturity Model (BRMM) is a way to help surface and understand the maturity of the relationship between a Provider (internal IT organization) and their Business Partner. This is not about the maturity of the BRM role or …

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Are chatbots just another fad?

In April 2016, Facebook launched an open version of Messenger which invited developers to create artificial intelligence chatbots that would interact with Facebook users. The excitement that followed was immediate, and by June 2016, 11,000 bots had been made available. …

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What’s really happening right now with chatbots

One night in Corvallis, with the Oregon State basketball team heading to its 14th straight loss of its season, the talk around the hotel bar moved from the television screen to a far different form of communication — chatbots. No one …

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Chatbots: Separating the hype from reality

Today, chatbots are one of the most common AI based enterprise applications. Most commonly used in support of customer care or for information retrieval, a chatbot is an application that is able to converse with a human via text or …

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Serverless computing: the basics

The cloud, goes the old joke, is just someone else’s computer. From Pocket http://ift.tt/2sdRoZ5 Tagged: itstrategizer, serverless architecture

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BMC eBook: Peer Into the Bright Future on the Service Desk Horizon

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In the new eBook by BMC. “Into the Bright Future on the Service Desk Horizon” several experts on Service Management were asked to give their opinion on the future of service desks. And I am one of them. For me …

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The Big Opportunity for Chatbots in IT Support

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You currently can’t escape all the talk of bots and, in particular, chatbots – computer programs that conduct conversations (with humans) via auditory or textual methods. From Pocket http://ift.tt/2qtk2nV Tagged: chatbot, ITChronicles, itstrategizer, Service Management

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