Many IT organizations look inward when making investments in IT. The focus is usually on which new technology to fund or perhaps how to reduce spending because budgets are tight. Focusing on your customers and the services they need is good place to start changing that paradigm. It may even lead to a larger budget and more investment opportunities.
Dreading Another Year of Budget Cuts? Stop Defending Your Budget and Become a Value Partner!
Budget season for most is not a pleasant activity. Unless you are seen as a strategic partner in your organization, the revenue producing businesses will be looking to cut your budget and you’ll be forced to defend every dollar. It doesn’t have to be this way - there are steps you can take to be seen as a value partner within your company.
Have you implemented Incident, Problem and Change management, but it’s falling short of the perceived benefits of adopting ITIL. Are you getting bogged down with the blocking and tackling of your ITIL implementation that inevitably leads to value questions that leaves you feeling like you’re spinning your wheels and constantly sending you into defense mode about the investments you made. It’s a common problem.
As part of a Project Management Team, how many times have you thought to yourself, “I love uncertainty in my projects”? Like most of us, the answer is probably “never”. Risk and issue problems and unknowns have the potential to derail even the well-planned project. Unknowns can seem scary, and for this reason, a review of a failed project may reveal a ‘head in the sand’ approach to Risks and project uncertainty, leaving the Project Manager and team unprepared. However, proper insight and planning can help a prevent escalations, and keep your projects on track. This post will discuss some techniques to implement in your projects, whether they are in flight or still in planning phases, that can help you reduce the impact of the unknown.
So you’ve decided to attend a conference and your company has agreed to send you… now what? We’ve attended, hosted and been a vendor at far too many conferences to count and we’ve come up with a few quick ways for you to have a successful conference gaining leads and networking your way through the week(end).
Many executives and service owners are already familiar with the power of Performance Analytics in ServiceNow. Performance Analytics helps them understand service performance quickly and make critical decisions about their IT investments, operational goals and other service objectives. A mature service management solution doesn't limit these valuable insights to managers. You can provide your practitioners with trend information across a variety of dimensions from within the tool they use to deliver services to their customers daily. With In-Form or 'Context Sensitive' Analytics you can extend the power of Performance Analytics to ensure operations and service delivery teams have visibility into current objectives and goals, as well as real-time performance information to inform their customers, set expectations and improve satisfaction.
One question I’m frequently asked is “What is Service Mapping and what will it do for my organization?” While some applications on the ServiceNow platform can be easily summarized in a few sentences, Service Mapping deserves a deeper conversation to really illustrate the value that it brings. There is sometimes confusion with the purpose for building Service Maps, which leads to disappointment if a customer is expecting something that it was never intended to do. The opportunity to TA the Service Mapping Pre-Conference training at K17 earlier this month gave me the chance to talk to the instructors, TAs and students to compare their real-world experiences from their involvement on Service Mapping projects. Hearing perspectives from both customers and those responsible for delivery on these engagements, and drawing from my own experiences, the thing that really stood out to me is the importance of clearly setting the expectation on what Service Mapping is, and what it is not.
It seems today, the hot topic around ServiceNow is using the Service Portal. But many have found that in some aspects it can be limiting on what can be done out of the box.
By now you may have heard of the latest ransomware attack WannaCrypt, which began its attack on Friday May 12, 2017.