About Kevin Smith

Founder of IT Transformation Institute and accredited author in the ITSM industry.

    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

    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.