Recent Posts

03/29/17

When applied to IT governance, cost transparency supports better team alignment, shared priorities, and coordination. 

02/01/17

Astute IT leaders are evolving from technology curators and configurators to business owners and service providers. This new world of IT should excite you.

12/29/16

To understand how cloud fits into the IT strategy, IT leaders need to ensure analysis is based on facts about cloud economics.

07/13/16

Based on learnings from hundreds of customers, thousands of users and from the TBM community at large, Apptio's newest release allows users to get started with TBM and turn raw data into actionable analytics for the entire IT organization even more quickly and easily.

03/17/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In the video below, I go over how you can quantify the value of your Service practice within ServiceNow using Apptio Service Desk Insights™ for ServiceNow®.

02/26/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In this video, I go over how you can see cost and volume trending over time in ServiceNow using Apptio Service Desk Insights™ for ServiceNow®

02/19/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In this video, I go over how you can get cost metrics in ServiceNow using Apptio Service Desk Insights™ for ServiceNow®:

02/13/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In this video, I go over how you can know the customers that cost the most to support in ServiceNow using Apptio Service Desk Insights™ for ServiceNow®

02/10/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In this video, I go over how you can measure staff productivity in ServiceNow using Apptio Service Desk Insights™ for ServiceNow®

02/06/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In this video, I go over how you can measure staff productivity in ServiceNow using Apptio Service Desk Insights™ for ServiceNow®.

02/03/15

As the service desk evolves, one common theme is emerging – the need to clearly quantify the costs of service being provided. In this video, I go over how you can see your average cost per activity in ServiceNow using Apptio Service Desk Insights™ for ServiceNow®.

01/12/15

Moving IT organizations into a data-driven service brokerage model will enable more effective business partnerships. Leaders who are able to articulate and quantify the business value of technology will rapidly earn the confidence of other business leaders.

12/12/14

The main reason is because ITIL approaches all of this from a process and services perspective (i.e., looking inside-out from the technology organization to the rest of the business). So how can IT leaders maximize ITIL’s benefits to their enterprise?

12/01/14

We just released a white paper that discusses the unfulfilled promise of ITIL, and how TBM can help bridge the gap for service management professionals. This is second in a series of four blog posts on this topic.

11/24/14

Even as many ITIL initiatives are benefiting IT organizations, they rarely deliver value the business really cares about. This is because most organizations apply ITIL with a technology-centric, “inside-out” approach to service management, rather than a customer-centric or “outside-in” approach that focuses on business needs and outcomes. TBM bridges this gap between ITIL and business value.