Trend number two in our series of blog posts on the top seven ITSM trends for 2014 is End User Experience (EUX).

Although conversations around needs, demands and service levels usually happen between IT managers and business unit heads, employees out in the end user community are the day-to-day consumers of IT services – and they often get little say in the shape of the IT services they get. Often, the reality of what the business really needs is only truly understood by the people at the coalface. So, it follows that if the managers are making decisions on what they think the people at the coalface need (without asking them) it’s entirely feasible that they might get it wrong – and the wrong service is created. That means incurring cost without delivering value. The end user community needs to be considered throughout the process of designing and deploying a service – and throughout its entire operation. Feedback, feedback, feedback should be the mantra of the service manager. This feedback comes in a number of forms.

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For the next seven weeks, we’ll be looking at the top 7 trends impacting ITSM in 2014 (and beyond). This week, we look at Business-IT Fusion. IT has been talking about business alignment for a number of years now, and then business-IT integration. But integration doesn’t go far enough. In order to survive and thrive, IT and the business need to be fused together at every level – business strategic, decision-making, the supply chain and day-to-day operations.

The fact that a growing number of parts of the business are defined by technology (think ecommerce, mobile retail apps and online banking) demands that IT and business units work more closely together. Whilst IT people continue to lock themselves away in the datacenter and speak their own esoteric language, there will always be a wall between IT and the business. In order to achieve the level of agility that businesses need to thrive, IT and the business need to integrate more closely and communicate better to each their common goals. In the heat of day-to-day activity, it is often forgotten that they are all parts of the same business. Business units need to be more aware of what IT does for the business, and IT needs to treat technology for what it is – a means to an end, not a reason for existence in itself.

The cultural differences run deep, so strong leadership, better integration and greater transparency are essential to breaking down silo walls and getting people working together. To do this, organizations need to take a strategic approach to integrating the two sides, supported by a mix of tech-savvy business people and business-savvy tech people who can communicate across the wall. Gartner talks about “T shaped analysts”, having breadth of understanding across business and depth of technical knowledge in their area – and this is the “shape” of IT people that organizations should look for and nurture – people who think in terms of business value and actively engage with the business to gain a deep understanding of what IT needs to do.

You can read more about the top 7 ITSM trends in our latest whitepaper:

“Top 7 ITSM trends for 2014 and beyond: How the way we do service management is changing”


Creating a Service Catalog Forces IT to Grow Up

30 August 2013

Today we have a guest post from George Spalding, VP at Pink Elephant, who is joining us on September 12th for a webinar: “Boost your ITSM maturity with a Service Catalog“ We’ve all been there.  Someone asks, “So what does IT do?” Our answer is, “Nearly everything!”   The truth is that a frightening number of [...]

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Axios Webinar: Boost your ITSM maturity with a service catalog

29 August 2013

Axios presents a special guest webinar with George Spalding, Executive VP at Pink Elephant “Boost your ITSM maturity with a Service Catalog” In this webinar, George talks about how a service catalog is a key enabler for transforming IT into a more service-centric, customer-focused organization. George is joined by Joe Beighley, Business Solutions Consultant at [...]

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Systems Thinking for ITSM

27 August 2013

Systems thinking could be described as a movement. It has been around for a long time, in various forms, but is only now gaining real traction in the wider world of business. It started in the 1950s, when William Edwards Deming used a systematic approach to improving manufacturing in Japan, giving his name to the [...]

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How is IT going to deal with an unpredictable future?

31 July 2013

A few days ago I came across an article called “Your ITSM program on the second half of the chess board: Are you ready?” written by Harvey Koeppel, Vice Chairman of the World BPO/ITO Forum. It’s something of a cryptic title, but the point of the article is simple: technology is getting exponentially more complex [...]

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Breaking the ITSM fire-fighting loop

23 July 2013

It’s interesting that only about 30% of people who sign up for one of our ITSM webinars actually attend the event. Why? IT people are just too busy. We’ve all been there – making an effort to set aside some time. But when the time comes there’s always a higher priority to attend to. Fire [...]

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Are we ready to admit we’re all consumers?

16 July 2013

Thanks to our very own Jonathan Boyd, Solutions Consultant, for writing this thought provoking article. To discuss how Service Management can become a multichannel service delivery methodology, get in touch with Jonathan at or on LinkedIn! Service Management needs to become a multichannel service delivery methodology With Forrester Research reporting that two-thirds of business [...]

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Will Moving IT to a Service-Centric Mindset Really Make Business Users Happy?

9 July 2013

This week, we have a guest blog post from George Spalding, Executive VP at Pink Elephant. George will be participating in our webinar on ITSM Maturity on July 9th.   Will Moving IT to a Service-Centric Mindset Really Make Business Users Happy? Well…the short answer is…Yes.  The longer answer is…Probably…It Depends…and…it has to be better [...]

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Replacing your current ITSM solution? Part 1 – Drivers for replacements

5 July 2013

Research from Forrester indicates that 2 out of 3 business users are unhappy with what they get from IT, and 1 in 3 IT people are unhappy with their ITSM solution. Coincidence? Or is the wrong ITSM solution half the problem? Running IT services in a big company is a very complex task, so software [...]

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