Are You Struggling to Show Return on Your ITIL Investments?



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. 

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SAVE YOUR SEAT FOR OUR WEBINAR:
How to Unlock the Hidden Value of Your IT Investments
with Financial Management

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Gaining Better Project Control Through Risk & Issue Management

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.

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7 Must-Do Things to Prep for a Successful Conference

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).

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Performance Analytics Is Not Just for Managers

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.

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Why Service Mapping? (...and why not)

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.  

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How to add Additional Dependencies to Your Service Portal in ServiceNow

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. 

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Don’t Let WannaCrypt make you WannaCry: Let Cask and ServiceNow® Save the Day

By now you may have heard of the latest ransomware attack WannaCrypt, which began its attack on Friday May 12, 2017.

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Meet Cask Experts at Knowledge 2017

By Cask

ServiceNow's annual Knowledge conference takes place next week at the Orlando Convention Center and is expected to draw nearly 15,000 professionals dedicated to transforming service relationships across their enterprises. 

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Visit Cask at booth #820 During Knowledge 17

By Cask

 

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Road to Service Financial Management: IT Financial Management Value Pathways to Success

This is part four of the journey on The Road to Service Financial Management.

This is the last stop of our journey – in the previous stops on this journey; the Anatomy of a Service Portfolio, Building Complete Services and How to Unlock Service Value Using Cost Models, we explored some of the lesser understood concepts of service management and cost models that set the stage for how to leverage services to show value and change the dialog with your customers and partners.  This leads to a service investment mindset that places IT (or any organization for that matter) at the table with business leaders for more meaningful discussions that focus on what services they want to buy instead of why IT costs so much.  In this article we are going to explore some pathways to success that provide value through quick wins and targeted approaches to financial management that aligns with your organizational needs. 

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