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  • IT Service Management (ITSM)
  • Customer-obsessed operating model

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  • Report Shift To Enterprise Service Management To Improve The Employee Experience

    Processes: The Employee Experience Playbook
    February 12, 2018 | David K. Johnson, Charles Betz

    While new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. Infrastructure...

  • Report The New Micro Focus Must Deliver In Three Areas

    What HPE Software's Spin-Merge Into Micro Focus Means For I&O Leaders
    September 1, 2017 | Eveline Oehrlich

    As of September 1, 2017, Hewlett Packard Enterprise (HPE) completed the spin-merge of a significant portion of its software assets with Micro Focus to create the world's seventh-largest software...

  • Report ESM: Elevate Service Value Beyond The Technology Organization

    Enable Your Digital Business With This New Enterprise Platform
    August 2, 2017 | Charles Betz

    Enterprise service management (ESM) has become a leading trend in the crowded IT service management (ITSM) market. By expanding service thinking and the service app store as well as speeding up...

  • Report Change Management: Let's Get Back To Basics

    Continuous Improvement: The Continuous Deployment Playbook
    May 25, 2017 | Charles Betz

    Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and development/operations (DevOps). The...

  • Report Vendor Landscape: Technology Business Management Solutions

    Customer-Obsessed Firms Must Manage Tech-Based Customer Value
    October 31, 2016 | Eveline Oehrlich, Sophia I. Vargas

    CIOs and their leadership teams can no longer leave the analysis, management, and optimization of technology management costs to spreadsheets and uncoordinated processes. Those who want a seat at...

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