December 3, 2014

Service Management - The Perfect Party

A few years back, we held a party for a friend of ours that was leaving the area.  He was a well-liked person with three distinct social groups: high finance, sports and a more relaxed (shall we say) music crowd.  We had two concerns on how the party would flow.  

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December 2, 2014

Knowing Where You Are

As a recent extended family dinner of mine was ending, we were all sitting around the table catching up on family history when a distant relative wondered how he was actually related to us.  An hour of discussion lead to who was married to whom, when second marriages started and where all the children went; with no clear definitive answer as to the true connection of this person who was sitting at our table.  When the conversation started, my 13-year-old daughter suggested that we map it out to find the answer.  We collectively ignored this idea as we all figured we could work it out on our own.  Ten adults worked fruitlessly through the hour, ignoring each other’s evidence and prospective while waiting politely for a moment in which each of us could speak.  Finally, when this problem seemed to be impossible, we turned to my daughter's idea and within 2 minutes the accurate connection was understood. 

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November 21, 2014

Are We Actually Aligned?

Too many times in the market place senior executives will report to me that they are aligned and are connected to one vision moving forward in a change program, and almost as many times we collectively discover they are not.  

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November 18, 2014

Variability is the Common Denominator for a COO

The most common element to the role of Chief Operations Officer (COO) is the variability of what the position actually means to each organization. Some common interpretations include:

  • The “Master of Programs” for the internal initiatives that have been overlooked or bypassed in the name of growing the bottom line.
  • Administrative Effectiveness – are we all walking the same way down the hall of compliance?
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November 13, 2014

Marketing Has Just as Many Requests As IT

As Chief Marketing Officer, my day is filled with two main objectives; the first is what I call “Keeping the Lights on” and the second is "Innovation Creation.”  The task of "Keeping the Lights on" ties up at least 80% of my day due to hundreds of request regarding everything from marketing material creation and updating flyers/brochures, to maintaining digital assets like the web, social media and premium content.  Requests vary on a daily basis, but the number of them could very easily compete with that of an IT support desk.  What is the number one challenge to this?  

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November 11, 2014

More Than 300+ To Attend ServiceNow "Art of the Possible: Enterprise Service Portal" Webinar

More than 300+ registrants are fired up and ready to attend tomorrow’s featured Linium webinar  “Art of the Possible: ServiceNow’s Enterprise Service Portal” are you?  Don’t wait, sign up now to learn more about Linium’s Enterprise Service Management offerings from our renowned Principal Solutions Architect Sean Caron as he takes us through a journey of ServiceNow and the special touch that Linium’s ESM team has engineered to provide a world class solution for enterprise services via a cutting edge service catalog and portal.

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November 10, 2014

Digital Disruption - It's All Around Us

CFOs, CMOs, CIOs, CTOs, COOs – Calling all Officers, Executives and Directors….. Digital Disruption is all around us.  From the way we do business, to the way we buy products, services and solutions and you need to make sure you’re ready for what it’s going to do to your business and how it’s going to affect you if you don’t keep ahead of the game. What is digital disruption?  

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November 6, 2014

Data Relationship Management Quick Tip: Global Inheriting Properties

If you are looking to use a Global Inheriting Property in your Data Relationship Management (DRM) implementation, in order for it to work correctly (and actually inhert the property down the tree) you must assign a hierarchy to be the “Controlling Hierarchy”. In other words, if DRM does not know WHICH hierarchy to base the property inheritance off of, it won’t inherit. A global property is set across any hierarchies in which  a node may reside, and will always be set the same version-wide.

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November 4, 2014

Organizational Empathy: Connect IT Service Delivery to the End Customer

Recently, I was talking with a friend of mine that works for an insurance company.  The company has its own retail outlets in which they sell various insurance products.  My friend is involved in the IT service delivery side of the business; ensuring that what is broken gets fixed and what is requested by the business gets fulfilled, along with general system maintenance. 

He was telling me how they had implemented many visual tools to help their delivery people track projects that they were working on (reactive/proactive).  During our conversation, it occurred to my friend that although his IT colleagues were clearly communicating they still were not actually “connecting” to the end customer.   The topics of organizational empathy 

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June 30, 2014

Getting Your Cloud Service Model Up and Running: Measure What Matters

In my last blog, I discussed some things to consider when establishing a relationship with a new cloud-services provider.  Getting involved early, determining the support model and establishing a regular cadence for continuous improvement are all critical to getting the service off the ground.  But how do you know you’re actually off the ground?  By measuring and reporting supplier performance.

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