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IT Governance

How You Can Improve Business Support

While on a support call recently, I had the misfortune of suffering through long hold times, dreary music, and being transferred from person to person with no end in sight. While I waited I had plenty of time to think about what could be done better not just for this experience, but also from my own perspective to improve interactions with my own business. Listen More, Speak Less First, start by listening to your business—really …

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How Do Project Management and Change Management Compare?

Project management and change management often overlap when a project is underway. They both work intimately with the people, processes, and tools of the project all in relation to company as a whole. However, these two disciplines have different objectives when it comes to how this information is used. In an article for CIO magazine, Moira Alexander explains the differences between project management and change management and how change managers are important to any good …

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Liberate Your Team with Clearer Processes

In recent times, process has become the villain. Agile or not, teams rally around a goal of keeping process to a minimum so that they can just get down to the business of completing work. The problem is that some teams go too minimal, resulting in disorganization and ultimately frustrations. In an article for strategy+business, Elizabeth Doty explains how to “liberate” your team by introducing better processes. Go with the Flow A dearth of process …

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Rethinking IT Automation to Deliver New Levels of Business Value

IT automation has scored lots of little wins for IT already, particularly in simple arenas like that of password resets. But there are higher, more valuable fruits on the tree still to pick. A post from SITS discusses the potential for automation to unlock new forms of value for the business, which will in turn position IT as a key partner in setting strategy into the future. The Wider Perspective In the view of Ivanti’s …

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Using the Hierarchy of Purpose to Prioritize Your Company’s Projects

Every business makes an effort to track and prioritize projects, but too many of those efforts are hollow. For instance, implementing a project management tool to track projects and compare benefits will do no good if nobody can be convinced to use it. It requires a comprehensive and committed strategy to understand a business’s project portfolio and plan accordingly. In an article for Harvard Business Review, Antonio Nieto-Rodriguez introduces the “hierarchy of purpose” to achieve …

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Untangling Your Organization’s Decision-Making

Armed with extensive analytics, and being mindful of the many biases that affect our perceptions, business leaders should be better equipped to make decisions than ever. However, business complexity has also increased such that decision-making accountability has become too messily dispersed. The final result is a tangle. In an article for McKinsey, Aaron De Smet, Gerald Lackey, and Leigh M. Weiss comprehensively address how to clean up decision-making processes in your business. Piercing the Impenetrable …

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How to Find the Value of Service Improvement & Sell It to Leadership

In tougher economic times, many organizations will start to evaluate all the components that make up their operational model. In other words, they look for value. A challenge for those delivering services will be to illustrate not only the current value that they provide but also future-state value that can be added with some margin-of-improvement initiatives. When speaking about business value, we must first recognize that this term can be interpreted in slightly different ways. …

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Stop Using ‘Change Is Hard’ as an Excuse

It’s almost inevitable that whenever organizational change comes up in conversation that someone will say, “Change is hard.” Now while this may just seem like someone stating the obvious, we tend to treat “hard” and “failure” as the same thing. Equating these two can skew our perceptions of success, which happens way more often than we may think. In an article for Harvard Business Review, Nick Tasler tackles how our perceptions of change are ultimately …

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Continual Service Improvement: More Than Process Improvement

Continual improvement is an important mentality to have because it pushes you to constantly upgrade in all areas of your life. IT service management (ITSM) incorporates this philosophy in a big way, and in a post at his blog, Joe the IT Guy discusses ITSM’s pursuit of excellence. ITSM, CSI, AOK ITSM focuses on continual improvement so that they can constantly improve the delivery of their services to their customers. However, it is wrong to …

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Finding Value in Event Monitoring

Fact: Your IT operations are monitoring your infrastructure in some capacity. Whether it is network traffic, database activity, application health, or a combination of these, your goal is to ensure stability. How well is this working out? Depending on your IT organizational structure, each “silo” may answer that everything is working rather well, so you might want to reframe the question to determine what value your monitoring is adding. If you were to look at …

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