EMA Blog: Business Intelligence and IT Management

I thought I’d begin the year by making some predictions about what to look for in 2016 in the area of IT service management (ITSM).  For those of you who have been following my blogs with any regularity, and particularly for those who sat in on our webinar for the research report “What Is the [...]

In research done earlier this year, we looked at changing patterns of IT service management (ITSM) adoption across a population of 270 respondents in North America and Europe. One of the standout themes that emerged from our findings was the need for the service desk to become a more automated and analytically empowered center of [...]

In my last blog, I talked about “IT Cultural Transformation and the Elimination of Technology Silos.” That blog keyed on four key areas of advice, which also provide a useful foundation for the topic of “Governance and Optimization.” These key areas include: Standing in the middle of the storm –This means looking at the interdependencies [...]