Enterprise Service Management

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.

Organizational leadership must work toward a culture of service excellence.

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

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

To get people onboard for the changes required of enterprise service management, you might want to consider using different terminology. The name of frameworks, principles or solutions matters more than we realize.