Read thoughts of Vaughan Merlyn on the next level of maturity for Business IT alignment.
Click here to read the article.
A good read on Cloud Platform’s current myths. Please click here to read the article by Chris Curran.
A two part article by Damon Edwards on measuring the impact of IT Operations on Business. Please click on the links below to read!
Good article by David Mainville about maximizing ITSM investments on CIOUpdate.com
A good read on ITSMwatch by columnist David Mainville of Consulting Portal, talking about some simple rules for designing a Process.
- Find out where the gaps are
- Don’t start from scratch
- Don’t try this on your own
- Don’t be a technophobe
- Don’t forget to validate
- Don’t forget to educate
- Don’t forget governance
Read more here.
A very interesting article with tips on visual communication from UnderstandingGraphics. Read here. and another lovely read on what lines represent. Must read here.
Excellent internal links around CIO Dashboards on ciodashboard.com
Get links to
Dashboard Tips
Elements of a CIO Dashboard
Problems with IT Benchmarks… amongst other articles!
Click here to read more!
Quick come back post….
Tips on creating a glossary by ITSM Professor.
In my ITIL consulting experience, though customer is a term we use more often than not, its the customer who somehow comes up as of the least thought of entities when it comes to processes and implementation. Now that happens because Organizational Change Management is looked at post the design of a solution or a strategy, which I am not sure is the right thing to do.
While any change in the processes or its execution is going to cause ripples in the way things have been working for and worked by customers (often called Users in some situations), it is important to have a selected group review and validate the plans in great detail. This helps any project team build up on customer confidence, take critical execution related feedback, and make amendments in time to ensure customer concerns. Makes the execution easy and adds to the chances of a successful implementation.
Arne Van Oosterom in his recent article on mycustomer.com has written about Customer Journey Experience and detailed out 10 essential elements of a Customer Journey Map. Read more of the article here.
- Context or Stakeholder map
- Persona
- Outcomes
- Customer Journey
- Touchpoints
- Moments of Truth
- Service Delivery
- Emotional Journey
- Blueprint
- Improve and Innovate
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