Our Thinking

Laurie Dolan

Recent Posts

On the Road to Service Management Organizational Transformation

Posted by Laurie Dolan on Feb 20, 2012 2:00:27 AM

Transforming IT from a Technology Management to a Service Management organization means a significant change to the traditional IT culture and structure. This change is not a natural evolution that occurs through the introduction of process re-engineering and improvement and service management tools. It requires planning, design, deployment, management and ongoing monitoring and improvement at all levels – organization (people), process and technology. All are required to improve performance, productivity and profitability.

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Topics: Service Management

Social Media and the Changing Face of Privacy

Posted by Laurie Dolan on Jan 16, 2012 12:45:05 PM

Although many individuals have fully embraced Social Media with a passion, organizations are more cautious about joining into the frenzy and are not so quick to embrace the various forms of Social Media for Business Media (marketing and collaborative) purposes. Of the many issues organizations have to address with regard to Social Media, the number one issue is privacy. Privacy is based on what the organization allows to be published online because once information, true or fabricated, is published, it is difficult, if not impossible, to retract.

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Topics: Security, Social Media

The Full-Service “Information Services (aka IT) Catalogue”

Posted by Laurie Dolan on Nov 21, 2011 9:32:44 AM

It continues to baffle me that many IT organizations continue to have difficulty understanding and defining the business processes and services they deliver, manage and support; but then I am reminded that many IT’ers have just that: a focus on technology and a perspective of services from this viewpoint. The Information Service Management organization is still evolving to include business customer- and service-minded professionals as well as technology-minded professionals (but that is another topic).

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Topics: Service Management

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