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David Mainville

David Mainville, CEO and co-founder of Navvia, is a passionate advocate of Service Management and a frequent presenter, blogger and well known member of the ITSM community. With over 35 years of experience, David has held progressively senior technical and management roles allowing him to "connect the dots" between the Business and IT. At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on Product Development, Marketing and Operations.

Increasing blue bars and arrows show the expansion of the service management organization

Service Management Office

Expanding the role of the Service Management Organization

Having an effective Service Management Organization is critical to successfully implementing ITSM processes and tools....

by David Mainville

Navvia people who represent a Service Management Office Organizational Structure

Service Management Office

Implementing a Service Management Office Organizational Structure

In previous posts, we suggested the Service Management Office (SMO) as a crucial part of your ITSM program. So how do...

by David Mainville

Ned from Navvia pointing to the ITIL organizational structure icon

Service Management Office

Should Your Company Adopt an ITIL Organizational Structure?

ITIL is one of the most popular best practice frameworks for information technology practices and processes. But can a...

by David Mainville

What is the Optimal ITSM Team Structure

Service Management Office

What is the Optimal ITSM Team Structure?

We often get asked, "what is the best ITSM Team Structure?". Is it an ITIL PMO? An ITSM Center of Excellence? An ITSM...

by David Mainville

Thoughts on Business Process Management and Digital Transformation

Digital Transformation, Business Process Management

Thoughts on Business Process Management and Digital Transformation

Companies are digitally transforming their operations to improve efficiency, enhance customer experience and drive...

by David Mainville

Performance Management Drives Business Process Improvement

Business Process Management

Performance Management Drives Business Process Improvement

Visionary management thinker Peter Drucker told us, "you cannot manage what you cannot measure." These words of wisdom...

by David Mainville

ITIL process documentation

IT Service Management

Phantom processes and the importance of ITIL process documentation

A phantom process is not documented, measured, or managed, but somehow it gets done through tribal knowledge, heroic...

by David Mainville

ITSM labels are displayed using a ball holed by two hands

IT Service Management

Why is ITSM Important to Your Business

Companies have never been more dependent on information technology. IT underpins business services and provides the...

by David Mainville

An ITSM Process Design Approach

IT Service Management

An ITSM Process Design Approach

Designing an ITSM process is a lot like herding cats. It's challenging, the outcomes are uncertain, and nobody is sure...

by David Mainville

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