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Training Gamification – Remember It’s Not Just a Game
Organizations are beginning to harness videogames for corporate training – a trend known as gamification. But although a standalone training game might generate lots of enthusiasm, it’s unlikely to be...
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What’s the Right Number of IT Services?
Offering too many IT services will confuse business partners Providing the right number of end-to-end IT services is critical to the success of IT’s relationship with the rest of the business. If your...
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How to Pitch End-to-End IT Services
Develop a pitch to build support for end-to-end IT services The first step in moving to end-to-end IT services should be building the business case and creating internal momentum for the changes, yet...
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Behind Service Managers Stand Service Architects
Service managers should be backed up by service architects The service manager is emerging as a critical role in many IT organizations, but effective service management cannot be done by a single...
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Prioritize Around Services, Not Projects
Structure resource decisions around services and business outcomes, not project queues. Project prioritization and management are very resource intensive for the IT organization. The prioritization...
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Roadmapping the Service Portfolio
Create service roadmaps that contain multiple perspectives of service plans and dependencies. Last week, I blogged about the benefits of prioritizing IT investments around services, rather than...
View ArticleWhy You Need to Listen (Harder) to End Users
Business partner engagement is a long standing priority for CIOs. But “business partner” almost always means business leader. With IT consumerization and the growing diversity of end users, however, it...
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Get Employees to Think Outside the Bar Chart
Employees need to question data and underlying assumptions before reaching conclusions. Earlier this month, I had the opportunity to meet many of you at our annual IT Summit in London. In addition to...
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As Process Automation Runs Dry, Employee Productivity Emerges
Process automation and standardization initiatives have long been a dominant feature of IT budgets, and for good reason. These initiatives have helped IT provide the organization with significant...
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From Service Desk to Engagement Desk
Your Service Desk Agents already have constant, direct contact with employees throughout your organization. As CEB’s Executive Guidance for 2013 explains, organizations need new methods for enabling...
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