Thought Leadership for
IT Service Management Professionals

Your Team Will Work Smarter if They Adopt This ITSM Approach

Posted by Don Casson

A customer-centric mentality and an understanding of market trends can help modernize your service delivery processes

As customers become more sophisticated technology users, they have come to appreciate businesses who put them first. CEOs are noticing this trend and are asking their IT organizations to provide customers (external, and internal - employees) with an “Amazon-like” end-to-end IT service experience. Wishful thinking, perhaps. Or is it? When it comes to IT Service Management (ITSM), a customer-centric approach can transform service delivery and provide customers with great experiences.

Unfortunately, the traditional ways of ITSM are still running rampant. And there are several reasons why this is the case. But, first let’s make clear why you are in business in the first place: the customer. The customer is really two personas -– the end customer, and the executive customer.  We know the end customer wants a great experience, end-to-end.  The executive customer wants that but also wants to know cost, value and what services are being used.

If the customer is the reason why businesses live and breathe, why do some IT organizations insist on maintaining the old ways of ITSM? There are several reasons which I’ll highlight later in this blog post.

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Topics: Consumerization of IT, ITSM, IT Service Management, IT Innovation, IT, ITSM Strategy, Customer-Centric IT, Service Delivery, DevOps Revolution, Shared Services, Value of IT, ITSM Value, ITSM Consultants, Customer-Centric ITSM, IT Service Owner

Consumerization of IT: Technology You Need to Meet the Challenges

Posted by Steph Velte

Gartner, Inc. the world's leading information technology research and advisory company has been predicting the consumerization of IT for over five years (even a couple of years before the introduction of the iPad). One of the main forces in the consumerization of IT is the trend of Bring Your Own Device to work, or BYOD.

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Topics: Client Automation, Consumerization of IT, Bring Your Own Device to Work, BYOD, Virtual Desktop Infrastructure, VDI, Desktop Virtualization, Application Virtualization


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