Escape the Service Management Twilight Zone

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Does your organization have a service catalog in place, but struggle with low customer satisfaction or lack of user adoption? Is your organization hearing from customers, “I requested something from IT, but it has never been delivered and I don’t know who to contact.” Is your organization missing a one stop shop for customers to order services? Too many times we walk into organizations that are facing these challenges, but they are unsure of why and how to address the problems.

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Understanding ITIL and the Service Lifecycle from a “Non-IT” Perspective – Part 2

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Last week at Harbaugh’s restaurant, we learned about the first stage of the Service Lifecycle, Service Strategy.  As a reminder, we are discussing the Service Lifecycle, in “non-IT” terms, by comparing each of the stages to the experience of dining at our favorite restaurant. Last week, in the Service Strategy stage, we talked about how Jim developed his strategy for his restaurant. Now lets take a quick look at the next stage of the Service Lifecycle, Service Design.

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Getting it Right: Invest in Service Design

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Wonder what you missed at the NorCal ServiceNow User Group last week?  It was a full crowd at the SFO Aviation Museum – and the day was filled with engaging breakout sessions. I had the opportunity to discuss “getting it right” and developing a roadmap to implementation. One of the key elements that I focused on was the importance of service design.

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Cask & Cloud Sherpas Invited to Present at NowForum

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Experts at Cask and Cloud Sherpas presented on Apps Dev Processes and Implementation

Cask Presented ITSM Workshop to ServiceNow Community

By request of the CO LUG, Cask led two process discussions: Service Portfolio & Catalog as well as SDLC & Release Management.

Cask Invited to Speak at the Cherwell Global Conference

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Learn how to increase process design “time to value” and process effectiveness.

Agile: Process or Tool first?

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The answer is neither…It’s always customer first! As someone who is by nature very structured and process focused, it makes me cringe when some of my clients come to us after they have implemented their tool and say, “we just bought a tool, and (more…)