How to Create a Value-Centric IT Organization

By the numbers Another look at our data on “business metrics” shows that the top three measurements are: business process impact metrics, business activity metrics, and metrics to show end user effectiveness in interacting with applications. Classic SLA/OLA metrics came in fourth. Other business metrics included metrics to show end user application preferences, and then…

How to Create a Value-Centric IT Organization

In my last column, How to Make User Experience Count, I wrote about user experience management (UEM), and how I believed it was a continuum of customer experience management and business impact. The reason why is that all IT services are ultimately consumed by flesh-and-blood mammals (most often of the homo sapiens genus), and how…

How to Make User Experience Count

Understanding your consumer is key to IT I would argue that understanding these and other consumer footprints is the place to start. They are not after-thoughts or bolt-ons. And, if understanding these consumer profiles doesn’t belong in the “business of IT, “then where does it belong? This seemingly radical approach to the business of IT…

How to Make User Experience Count

by Dennis Drogseth, vice president, Enterprise Management Associates We live in an industry that seems to be governed by acronyms, which, though often confusing, represent terms and ideas which are themselves confusing and often misleading. Trying to clean up the mess would probably be only a tad easier than publicly legitimizing every CIA action since…

Investing in Cloud: What You are Up Against and Why

I’m waiting for the time when it becomes a “groan” to talk about cloud computing, but that time clearly isn’t yet. As of last December, 48 percent of our surveyed respondents from our February report, Optimizing Cloud for Service Delivery, viewed cloud as essential to their business (among cloud adopters that is) versus 33 percent…

The Technologies Driving IT into Transition

At a recent round table in Portsmouth, New Hampshire, EMA solicited inputs from a number of local IT managers, executives and professionals on topics of interest. While the range was wide and varied — from end-to-end e-mail and mobility, to APM and service management, to change, configuration and asset management — the No. 1 outstanding…

How to Invest in Advanced Analytics

Know why you’re doing it. Analytics are admittedly confusing. For instance, anomaly detection is central to security and performance management, but can also be leveraged by more advanced functions in configuration and change management, or compliance audits among other areas. While you may well seek to optimize anomaly-capable analytics be wary of trying to stretch…

How to Invest in Advanced Analytics

Like just about everything in the so-called “IT Service Management Industry,” the term analytics will provoke many different definitions depending upon whom you ask. For some, it will fall purely into that rarefied realm of IT data warehousing which is, nonetheless, on the rise. For others, it may refer to a predictive self-learning algorithm that…

Why and When to Invest in a CMDB System

The CMDB tidal wave may seemed to have peaked about two or three years ago and left a trail of ruin and devastation in its wake. However, like many technology trends, the CMDB built up a lot of hype, then confusion, then disillusion. Missed in all of this, however, is the fundamental fact that a…

Swept Away by the Geek Whirlwind?

Quite by coincidence as I’m writing this (I came up with the title last night), a remnant Tsunami that devastated Japan is just now hitting Hawaii — with apparently far less devastating effects. But, in fact, this column was inspired by something far more trivial (yet, somehow, related — at least that’s how it feels):…