The Key Themes of ServiceNow’s Knowledge 16 Conference

The overarching theme of this year’s conference was Service Revolution, an intentionally thought provoking conversation about moving IT services beyond IT to embrace service management across the enterprise…

AIM Drives ServiceNow Asset Management Solution for One of the Largest Telecommunications Companies in the U.S.

Case Study: IT Infrastructure, Cloud, and ITSM SITUATION & BUSINESS NEEDS A telecommunications company providing wireless voice, messaging, and data services had systems for incident and change management, but wanted to improve their awareness in the infrastructure they managed and

ITSM: Change Management on the ServiceNow Platform Optimized for an IT Org with a Lean Agile Environment

Case Study: IT Infrastructure, Cloud, and ITSM SITUATION A leading provider of stock images and other media needed to modernize and improve upon its existing change management capabilities.  The traditional change management process in place regularly resulted in approvals and

Is Your Technology Organization Stuck in Groundhog Day?

…The best technology shops, and not coincidentally, some of the ones I’ve seen with the highest employee morale, are fully committed to continuous improvement at all levels. They share quality goals cross-functionally, emphasize problem management as a critical discipline and celebrate those that reveal issues and disdain any efforts to conceal them. Every day, small incremental improvements are made that eventually add up to great leaps. They understand that every great journey begins with a single step…

The Normalization of Deviance

The weird or unusual can become so “normal” that we no longer notice because no consequences resulted from the initial occurrences. This is a phenomenon that can lead to the accumulation of quality issues and extensive customer dissatisfaction or even catastrophe…This phenomenon was labeled as the “normalization of deviance” by sociologist Diane Vaughan in her investigation of the Space Shuttle Challenger disaster where known issues were dismissed or rationalized away until they resulted in an enormous system failure. So, what is the key to ensuring the abnormal doesn’t become normal? It starts with a focus on measuring service excellence and productivity from the customer’s perspective and holding yourself accountable.

ITSM: Transforming IT From Managing Technology to Empowering Business Published on FierceCIO

[EXCERPT] …The push for more technology services has been building steam due to innovations in services automation, remote storage and the availability of SaaS solutions for managing services. As these innovations have become increasingly important to the business, IT has been proactive in evaluating fit and driving adoption while continuing to make sure that technology within the business operates without interruption. To meet this expectation, IT organizations have begun adopting a mindset of service management. Despite having embraced the idea, they struggle with the change….

IT Service Management: Transforming IT From Managing Technology to Empowering Business

One of the great hidden transformations happening in businesses today is within IT. As businesses become more focused on providing better customer-facing experiences through services, IT becomes necessarily intertwined in supporting increasingly complex ecosystems of people, processes, and technology.

ServiceNow Implementation and Strategic Roadmap

Case Study: IT Consulting SITUATION A vertically integrated, full-service midstream provider of crude-oil and natural-gas logistics, water treatment services, and retail propane was structured to respond quickly to emerging growth options and had expanded considerably through acquisitions in its first

IT Consulting INFOGRAPHIC: Balance IT Capability With Production Quality

Interested in growing your IT capability while also evolving the quality of your IT services? This infographic demonstrates how to balance the two!

AIM Consulting Announces Exhibitor Sponsorship of Knowledge 14®

AIM Consulting today announced it is an exhibitor sponsor of the ServiceNow® Knowledge14® conference, the largest gathering of IT professionals using cloud services for enterprise IT service automation. The conference will be held April 27–May 1 at the Moscone Center in San Francisco. AIM Consulting will be in booth #41

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