The Balanced Improvement Matrix

Two weeks ago I presented to a customer how their IT improvement program can be improved by adopting principles from ITIL. I used this slide to illustrate another way to think about the issue. Click to expand Recipient of Benefits The Y-axis who receives most of the immediate benefit of the activity. “Inside” refers to […]

Service Management Is Dead

“Service Management is dead.” That was my first thought when I read McKinsey Querterly’s “Capturing value from IT infrastructure innovation” from October 2012. That was going to be the point of this blog post. Then I read it again. Conclusion 1: Innovation is more than just technology. Conclusion 3: The path to end-user productivity is […]

Confusion in the Ranks: IT Service Management Practice and Terminology

Abstract: The Information Technology Service Management (ITSM) movement is gaining adopters throughout the world, expanding from the 2005 ratification of International Standards Organization (ISO) ISO/IEC 20000. However, this concept grew out of older frameworks such as Britain’s IT Infrastructure Library (ITIL) and U.S. service level management (SLM). To further confuse the landscape, there are also […]

Exploring IT Governance in Theory and Practice in a Large Multi-National Organisation in Australia

Link: http://www.informaworld.com/smpp/content~content=a910451709~db=all~jumptype=rss Reference: Willson, P., & Pollard, C. (2009, Spring2009). Exploring IT Governance in Theory and Practice in a Large Multi-National Organisation in Australia. Information Systems Management, 26(2), 98-109. Abstract: IT governance is critical to most organisations and has an influence on the value generated by IT investments. Unfortunately, IT governance is more aspiration than […]