My observations on successful long-term existence in the high paced world of technology are quite simple. No matter how much money one throws at the problem, having the biggest and the best technology is not sufficient. A company must recognize change early enough and change fast enough. Most importantly, technology must be driven as a …
Five XLAs You Can Launch by service area Most conversations about XLAs start way too far in the future with slide decks, maturity models, philosophical debates about experience versus performance. Meanwhile, users are still locked out of systems, meetings still start late, and tickets still close without anyone feeling particularly helped. The fastest way to …
Reimagining Service Management for a Cloud-Native World In today’s fast-paced IT environments, the traditional help desk is starting to look like a relic. Service tickets still exist, but they’re no longer the centerpiece of IT Service Management (ITSM). As organizations migrate to cloud-native architectures and embrace agile delivery models, legacy ITIL frameworks built around static …