Archive for the ‘IT Service Management’ Category

HOT Finalist logoI am thrilled to report that two Serena solutions have been named finalists for the prestigious 2012 Network Products Guide Best Products Awards:

  • Serena Service Manager for the IT Products and Services for Service Delivery category;
  • Serena Release Manager for the Application Delivery category.

Winners



Episode four of the popular docudrama Doug Serena, CIO airs on Monday, April 2nd, continuing the case study of an intrepid IT leadership team’s quest to transform their company from endangered to dominating.

In episode three, the point was driven home that the fate of not only Doug’s team, but also the entire company hinges on the success of the release of the Millennium application. This knowledge has Brad even more on edge about Doug’s abilities as CIO, though he does make time to spy in



I recently had the pleasure of attending a series of Malcolm Fry-led seminars on the Power of Metrics, conducted in conjunction with the Help Desk Institute, or HDI for short.  Malcolm never fails to both educate and entertain, which is a rare combination in the technology world (even rarer with the passing of Steve Jobs).  In this seminar, Malcolm talked about how we are all measured, from the time we are born (how much did we weigh?) until the time we die (how old were we?).  The same is even truer in the business world.  In the Help



Episode three of the popular docudrama Doug Serena, CIO airs on Monday, March 26th, continuing the case study of an intrepid IT leadership team’s quest to transform their company from endangered to dominating.

In episode two, we learned how a potential hurdle was crossed when Doug’s earlier decision to Orchestrate IT helped solve what could have been a project-killing operational issue. In addition, we saw how



On Monday, March 19th, episode two of the docudrama Doug Serena, CIO airs, continuing the story of CIO extraordinaire Doug Serena and his team’s efforts to save the insurance brokerage firm Qlarius from going under. Doug Serena, CIO is a hero’s journey through major business challenges, setbacks and personal frustrations to the promised land of boardroom-level business success.  

The miniseries includes five 5-minute webisodes, viewable here at





What does a CIO experience in the boardroom?  How does an IT senior leadership team rally to address a major business challenge?  How do IT management systems support IT success?  Finally, what pressures do hard-edged executives bring to bear on the CIO? 

We created the new web miniseries “Doug Serena, CIO” to answer these questions and to show the benefit of orchestrating IT.  It’s a hero’s journey through major business challenges, setbacks and personal frustrations to the Promised Land of boardroom-level business success. 

It was fun to bring this





My latest whitepaper has just been published.  The topic is orchestrated IT operations.  It speaks to how IT ops are evolving in ways both obvious and surprising, and then goes on to suggest six responses that must be mastered. 

The six steps are to synchronize people with processes, to systematize demand management, to automate repetitive tasks, to



More and more IT Ops execs are expressing their dissatisfaction with their on-premise “ERP-like” service management software.  The gripe is that these systems are complex, costly and very difficult to extend and customize.  One IT exec I spoke with called their ERP-like service management solution their  “cul-de-sac” system…a dead end.  IT execs understand having to pay ERP-like prices to manage global-system-of-record processes (I didn’t say they liked it).  But last I checked, service management systems manage lightweight, business and internal IT services.  So the question is why spend $5M+ for an on-premise ERP-like service management system to solve a $500K problem? 

The traditional