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Strategy & Roadmapping

Organizing and setting the stage to achieve modernization.


Delivering actionable results and usable documents to bring your strategy to life.

Adoption & Acceptance

Increasing adoption and acceptance by involving stakeholders early in the process.

Extension & Support

Focusing on continuous modernization to take your investment to the next level.

an approach like no other

Featured Resources

Art of the Posssible: Bring Services to Users Anytime, Anywhere Understand Your Spend: Push Your Dollar Farther by Leveraging Business  Management in ServiceNow
Embracing New Paradigms for Innovation in Enterprise Service Management Modernize Your HR Department: From Operational to Strategic


January 8, 2019

Why do CMDBs Crash?

Trying to master your CMDB is no easy task. Where is the best place to start? What are the things that you really need to know in order to create a CMDB that adds value and efficiency? Or what if you are trying to remediate your CMDB - how to do you make it the best for your organization? 

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June 28, 2018

Don't Skimp on the User Experience

Have you ever met someone that can look at their taxes and know exactly what to do and how to do it? For me, that's my uncle - he is a tax wiz. He can understand the terminology, knows the exact form to use and the steps he needs to take to get the refund he deserves. Keep in mind, he is a police officer - no accounting experience. I would consider him a tax unicorn - the common person will look at their taxes and immediately become frustrated. It makes me wonder, are taxes the only thing that cause this kind of frustration in our lives or do we see this in other situations?

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December 19, 2017

Deliver the Ultimate HR Experience: Treat Your Employees Like You Treat Your Customers

Imagine making purchases on Amazon and instead of the “1-click” and you’re done experience that you are accustomed to, there is a complete lack of intuitive categorization of products and no intelligent search capabilities.  Imagine a deficit in fulfillment automation and delivery tracking requiring you to personally manage every step of the process - from contacting the warehouse staff to getting them to coordinate with the closest distributor, etc.  More than likely, this convoluted experience wouldn’t effectively retain you as an Amazon customer.

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November 7, 2017

How the grocery industry should respond to Amazon's real agenda

Amazon’s acquisition of Whole Foods has been met with varying degrees of euphoria and skepticism.  Most believe that similar to the havoc wreaked on publishers, Amazon is going to kick the grocery chains “out-into-the-orbit."  Others feel that perishables like ice-cream and steaks cannot be stored in Amazon’s warehouses or downloaded on a Kindle, and that a tech company does not understand the challenges of the grocery businesses.  Just two years ago, Whole foods had warned Amazon’s venture into groceries would become Amazon’s Waterloo.  Both sides are missing the bigger play here.

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April 17, 2017

Your HRMS Deployment Success Depends On Being Prepared For The "What Happens After"

Are you about to rollout a new employee or Human Resource Management System (HRMS) to your teams across the nation or globally? You’re not alone. Many organizations are in the process of deploying enterprise technologies aimed at changing the way people work.

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March 21, 2017

Evolving from the Stone Age Customer Service Experience

The hallmark of successful operations is the ability to deliver quality customer service — not just the service you have the capability to provide, but the service customers expect and even demand. While most companies believe they have achieved that hallmark, their customers believe otherwise.

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January 19, 2017

ServiceNow Acquiring DxContinuum: Applying Machine-Learning Capabilities

ServiceNow recently announced it has agreed to acquire DxContinuum, “a Silicon Valley‑based, machine‑learning company, to embed its technology in the ServiceNow® platform and across its products. DxContinuum’s predictive models will add greater efficiency in categorizing incoming requests from people and machines automatically.”

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January 9, 2017

Delivering Quality Customer Service: Traditional Approach versus a Service Management Approach

To be successful in today’s fast-paced world, delivering quality customer service must be at the heart of your operations. Quality customer service must be effortless, connected, and proactive.

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September 21, 2016

Self-Help: Moving Beyond Service Requests

While offering a Service Request Catalog to your customers is a great way to automate the entry point to request fulfillment, it also offers the ability to provide a full-service portal that combines knowledge, self-help and request fulfillment. Today's Service Request Catalog tools have the ability to automate fulfillment or integrate to tools whose function is automated fulfillment of common requests; however, few IT organizations leverage these capabilities.

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July 7, 2016

Continual Service Improvement: Don't Just Set It and Forget It

In the many classic infomercials advertising the Ronco® brand rotisserie oven, host Ron Popeil breathlessly touts his star appliance as a tremendous time-saver, his audience shouting with enthusiasm, “Just Set it and Forget it!”  Unfortunately, this approach is far more useful for creating juicy chicken dinners than it is for a company adopting new IT services, or process improvements.  

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