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Will You Add? - The Evolution of Business Service Management (BSM)
One of the top brewing companies in America is a consulting client of mine. However, during a seminar for a brewery management team, we were jolted by a “communication wake-up call.” We discovered that even though co-workers speak the same words, they don’t attach the same meanings. Here’s what happened. I asked people to write a list of simple words, such as often, sometimes, never, and usually. Then I asked them to put a percentage value next to each. For example, if I say, “He is often late for meetings,” what does often mean? 10% of the time? 50%? 75%? Etc.The range of answers was amazing. Often went from 5 to 97%. Sometimes was 20 to 80%. Even never was 0 to 100%, with a fourth of the people saying it was somewhere in-between! We were amazed because we assumed everyone in the room put about the same meaning on those simple, everyday words. After all, this was the m
Information technology has become so vital to business today – so ubiquitous in every aspect - that most businesses literally cannot function without it anymore. Even simple
So now that you are systematically collecting opt-in emails from your customers how effectively are you using email to build the relationship with your customers? Do you see email as just a cheap replacement for traditional print, radio, or TV advertising? If so, you are leaving opportunities on the table.The other day I saw a "Graduation-Wedding-Mother's Day" sale advertised on television. I was a little surprised that they left out Memorial Day, but it highlights a few of the draw backs of the medium. First, it is shotgun meaning that everybody sees the same thing so you are tempted to provide something for everybody in the same ad. Second, it is expensive and takes time to create ads, so the inclination is to make them either very generic or, again, cover all your bases.Email doesn't have those problems. You know exactly who you are sending to
What’s driving this evolution to BSM and its related IT management paradigms? Executive Consultant Troy DuMoulin of Pink Elephant, an ITIL events and consulting firm, explains, “The interest in ITIL, the evolution of legislation like SOX (Sarbanes-Oxley Act of 2002), and the interest in standards is symptomatic of something much more rudimentary. At the base of this growing focus on formalization and legislation is a growing awareness of exposure and dependency that the business has on IT. Before, IT was seen as an enabler, supportive but yet somehow separated from the business processes themselves. But now there is a realization that there is no true separation between the business process and the underlying IT services and systems.”
Information technology has become so vital to business today – so ubiquitous in every aspect - that most businesses literally cannot function without it anymore. Even simple
The source of frustration addressed in his article may be all too familiar if you happen to work at an Internet-based home business which relies on personal relationships and/or teamwork.I am often contacted by members of my business team with a tale of woe regarding a lack of response from their affiliates. It typically goes something like..."I send out lots of emails to all of them and I very rarely get any response. What am I doing wrong".If your particular internet business involves selling well known branded items, personal feedback is not an issue. Visitors to your website (potential customers) are primarily interested in selection, availability, and price. If it is a returning customer, then you can also throw customer service into the equation. Once the desired item is selected, your mouse does all the "talking" without any human inter
What’s driving this evolution to BSM and its related IT management paradigms? Executive Consultant Troy DuMoulin of Pink Elephant, an ITIL events and consulting firm, explains, “The interest in ITIL, the evolution of legislation like SOX (Sarbanes-Oxley Act of 2002), and the interest in standards is symptomatic of something much more rudimentary. At the base of this growing focus on formalization and legislation is a growing awareness of exposure and dependency that the business has on IT. Before, IT was seen as an enabler, supportive but yet somehow separated from the business processes themselves. But now there is a realization that there is no true separation between the business process and the underlying IT services and systems.”
Information technology has become so vital to business today – so ubiquitous in every aspect - that most businesses literally cannot function without it anymore. Even simple
You're busy with your business today, aren't you?You're pushing your mind and body to the limit just about everyday to handle all the activities that need to be done. But something's missing.Something is not quite right with this picture. Didn't you get into business to have more time freedom and more money to do what you want to do whenever you want to do it?Didn't you get into business thinking that once you get it organized and "up and running" you would be able to take some time off to vacation and enjoy your ever-increasing profits?Well, if you happen to agree with any of these questions, then you'll be happy to hear that there is a solution to make things better for you and your business. There is a missing ingredient to this all-too-common situation which many business owners experience.What's missing from your business today is momen
Information technology has become so vital to business today – so ubiquitous in every aspect - that most businesses literally cannot function without it anymore. Even simple
Wouldn't it be great if we got get the cheapest price on everything. I know I wouldn't want it. Would you? Do you strive to get the cheapest automoblie? The cheapest mobile home to live in? The cheapest place to eat? Rather than look for the cheapest we tend to look for value for our money. We know we all work hard for our money and would like to be compensated if we are to give it up.The first thing a buyer should look for is if he's comparing apples with apples. Any person who's been to China lately can tell you that you can find a knockoof Louis Vitton handbag for $10.00, $20.00, $50.00 and $100.00. The $10.00 bag looks good from a distance but up close you can notice it's not a real one. The $20.00 bag looks real until you see the seems. The $40.00 bag looks perfect on the outside but the inside is noticeable different. Lastly, the $100.00 bag is an identical bag th
Information technology has become so vital to business today – so ubiquitous in every aspect - that most businesses literally cannot function without it anymore. Even simple
Recently, I watched the debate on television regarding the Bush administration's tax cuts and some Democrats were saying that they did not want to extend those tax cuts into the future. But isn't that really simply saying we want to raise your taxes? Personally, I don't want my taxes raised and I do not want any more taxes on my small business.Small businesses work very hard to employ Americans and tax incentives to buy more equipment for their businesses means that;Someone Will Have To Make That EquipmentSomeone Will Have To Run That EquipmentPeople Running That Equipment Will Pay into the System TaxesThe Business Will Be Able to Expand and Buy MoreMore Business Means More Tax RevenueI find it very difficult to understand the Democrat argument that raising taxes will help our economy? In fact I find
Information technology has become so vital to business today – so ubiquitous in every aspect - that most businesses literally cannot function without it anymore. Even simple manual tasks like filling a car with gas or cashing a check now require the support of an IT system.
This heightened reliance on IT has placed companies at a crossroads. They are compelled to address this new dependency by putting processes and technology in place to ensure IT does its job serving the business effectively. So the move to BSM can be seen as a natural reaction to the new way IT interacts with and enables business.
“BSM is a way for a company to agree on what the business expectations are, and manage the IT performance to those agreed upon expectations,” clarifies Brian Childers, a consultant who also serves on the Board of Directors for itSMF USA, a non-profit organization dedicated to promoting best practices in IT services management. “Once we understand the expectations, we can build the processes to suit the expectations, and manage against them.”
Vendors are responding rapidly to these new service management imperatives. Leading software providers - like HP, BMC, Mercury and Man
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