Featured Blog Posts

Optimize Your Investment – Master the ITSM Approach Proven to Achieve Results

Jesse White • November 20th, 2020

You invest in ITSM solutions to achieve business outcomes – perhaps it’s to lower operational costs, improve customer experience, or reduce compliance risk. After successfully implementing these solutions, many customers find that they often fail to achieve their intended business outcomes over time, often resulting in a chronic tool-replacement cycle.  …

Continue Reading

4 Ways You Can Actually Achieve Business Outcomes in Your Next Project

Jesse White • May 14th, 2020

Organizations purchase software not to implement new software, but to achieve business outcomes, such as improving customer experience, increasing operational efficiency, remediating risk, and reducing operational costs. As project design begins, however, these business outcomes become buried beneath lengthy lists of technical requirements and project deliverables, and become increasingly distant. …

Continue Reading

Why I Am Quitting Traditional IT Management Consulting

Jesse White • May 7th, 2013

Traditional IT Management Consulting uses fear, doubt and powerful relationships to sell business leaders promises of game changing outcomes. They make the simple complex, extremely expensive and then get paid to simplify it again. Too many times getting paid to waste time and money to point the finger at their competitor, the IT department. How is …

Continue Reading

Optimize Your Investment – Master the ITSM Approach Proven to Achieve Results

Jesse White • November 20th, 2020

You invest in ITSM solutions to achieve business outcomes – perhaps it’s to lower operational costs, improve customer experience, or reduce compliance risk. After successfully implementing these solutions, many customers find that they often fail to achieve their intended business outcomes over time, often resulting in a chronic tool-replacement cycle.  …

Continue Reading

Technology Doesn’t Produce Outcomes, People Do

Jesse White • May 14th, 2020

“The single biggest problem in communication is the illusion that it has taken place” – George Bernard Shaw   In thousands of conversations with IT organizations of different sizes, within various industries, and across sectors, we’ve noticed people purchase and implement new technology with the expectation it will deliver their …

Continue Reading

Should You Pay for IT Services by the Hour, Project, or Outcome?

Jesse White • May 14th, 2020

Organizations traditionally pay for outsourced IT work in one of two ways, by the hour for time and materials, or by way of a fixed price for the entire project. There are assumed advantages in each of these scenarios – paying hourly allows you to control costs by managing project …

Continue Reading

4 Ways You Can Actually Achieve Business Outcomes in Your Next Project

Jesse White • May 14th, 2020

Organizations purchase software not to implement new software, but to achieve business outcomes, such as improving customer experience, increasing operational efficiency, remediating risk, and reducing operational costs. As project design begins, however, these business outcomes become buried beneath lengthy lists of technical requirements and project deliverables, and become increasingly distant. …

Continue Reading

How (and Why) to Shift your Investment From Pre- to Post-Implementation

Jesse White • May 14th, 2020

An IT project typically follows the Pareto principle, with 80% of the excitement, momentum, and executive sponsorship devoted to the project itself, often resulting in a mere 20% of the output necessary to achieve the intended long-term business outcomes. While a successful go-live can drive short-term gratification, it rarely results …

Continue Reading

How to Leverage FOMO to Drive User Adoption

Jesse White • May 14th, 2020

In many (if not all) of our blog posts, we stress the importance of user adoption in achieving your outcomes. Without it, you won’t; technology doesn’t produce outcomes, people do. In our experience, the most effective way to drive user adoption is to market the benefits of an impending change …

Continue Reading

You Should Expect More from Your IT Operations Software

Jesse White • May 14th, 2020

Your software implementation is done. You’ve invested a tremendous amount of time, effort, money and political capital (and grown a few more gray hairs) to get to this point. You now (hopefully) have the tools and methods in place to mature your IT Operations. What now? When the glow of …

Continue Reading

What IT Leaders Can Learn from Trader Joe’s

Jesse White • May 14th, 2020

The science behind choice reveals that although people are drawn to having choice, having too much of it contributes to anxiety, dissatisfaction, and inaction. Approaching IT project design without considering this paradox will yield underwhelming and ineffective results, and as this process is the bedrock of any IT initiative and …

Continue Reading

The Buzz About AIOps

Ale Infante • August 29th, 2019

Way back in 1978 there was a Clint Eastwood movie called “Every Which Way But Loose”. That was a lifetime ago technologically, but the title is a great way to sum up the frequent and scattered use of the term AIOPS in the ITOM marketplace today. It seems we are …

Continue Reading

3 Steps to Better Leverage Your IT Ops Budget

Rick Fratanduono • May 9th, 2017

Back in 2017, I spoke at the Hewlett-Packard Enterprise (now Micro Focus) Government Summit in Washington, DC. I was on a panel discussing IT Transformation. The moderator asked me to share my experiences and perspective as the former Director of IT Operations at IRS, as well as my new focus …

Continue Reading

Convincing Resistant Employees to Adopt New Software

Jesse White • September 27th, 2016

Let’s talk about one of the biggest challenges that stands in the way of change in your organization.  If you’ve ever worked on an IT project that has introduced some sort of change, you have probably dealt with a small but loud minority who stubbornly resist [almost] anything new, particularly …

Continue Reading

How IT Leaders Can Hold Vendors Accountable For Outcomes

Peter Presland-Byrne • September 20th, 2016

If you’ve ever bought anything requiring a significant investment, then you’ve likely experienced the pre-sale courtship followed by the post-sale cold shoulder. During the sales process, the sales team is responsive, helpful, and solicitous. You get the impression that you’re beginning a relationship, not just buying a product. Then the …

Continue Reading

WE’VE SEEN IT. WE’VE SOLVED IT.