The delivery of services whether it be the proven IT Service Desk model, IT Service Management (ITSM), or the evolution of Enterprise Service Management (ESM) for a full range of non-IT services across the organization, brings with it the challenges of improving communications and automation to improve the customer experience and overall service management performance. […]Continue reading

The IT organization delivers services in many forms to virtually all of the business, including but not limited to resolving incidents and fulfilling service requests through the service desk. Because these services are a key pillar of virtually every IT organization, we will focus our attention there. At the same time, most businesses have customer-facing […]Continue reading

In the year 2019 I published a metric called the 90/90 rule in my book One IT, One Business. This rule calls out the importance of automation and speed–two powerful allies in the advancement of ITSM. This rule calls for IT organizations to be 90% automated with regards to all tasks and business processes and to be performing these same important blocks of work 90% faster by the year 2025.