Enterprise Service Management

Opinions expressed by ICN authors are their own.

Opinion

The workforce awakens: IT’s impact on engaged employees

Employees are most satisfied when being productive, so engage your IT workforce to make an impact on all the employees within the organization.

08/15/18

Opinion

Lessons enterprise service management professionals can learn from the FIFA World Cup

One of the biggest challenges faced by organizations when implementing any type of enterprise service management strategy is with the process alignment and people. The recent World Cup tournament teaches us a thing or two about...

07/23/18

Opinion

Enterprise service management: Beyond the buzz

With different signals around enterprise service management, it can be helpful to dig into what is the ‘why’ behind it…and why it will stick around even when the marketing hype around it is slightly easing down.

06/25/18

Opinion

Creating an organization with service excellence as its foundation

Focus on values and relationships, be sure people have enough freedom and motivation to make the right choices and, ultimately, that will get you to that true service excellence environment.

05/24/18

Opinion

Make service excellence part of service management

Organizational leadership must work toward a culture of service excellence.

04/27/18

Opinion

Deconstructing silos in your enterprise service management towers of Babel

The most important goal is that all your employees understand each other.

03/28/18

Opinion

ITIL and agile are not always the best of friends, but they sure are not enemies

Agile sounds quite opposite to the strict ITIL processes, they can work together pretty well in IT service management.

03/06/18

Opinion

Value-as-a-Service: the importance of strategic supplier management

Service management professionals are dealing with a great challenge: Coping with a high demand of value delivery while more and more strategic parts of the service delivery are being outsourced. Strategic supplier management plays an...

01/12/18

Opinion

What is ESM? When service management evolves beyond IT

Enterprise service management is the application of ITSM concepts or ITIL to processes in different service departments across an organization.

12/12/17