David Mainville
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Expanding the role of the Service Management Office
The Service Management Office (SMO) has been a mainstay of successful IT Service Management Programs. It provides the subject matter expertise, governance, and, most importantly, the focus that is required to implement and manage value-added processes. ITSM programs without the leadership and steadyhand of an SMO often lose focus and go by the wayside, resulting […]
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Navvia rolls out updated Servicenow® templates!
Are you involved with implementing Servicenow? Servicenow® is one of the most popular ITSM tools in the market. It is used by organizations to transform their business by digitizing common workflows. A variety of people can be involved in a Servicenow® implementation: ITSM or ITIL® specialists Members of the Service Management Office Servicenow® consultants Application developers […]
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Building a Successful Service Management Office
The Service Management Office seems to have become the “must-have” accessory for the modern enterprise. There are many failed attempts at building this capability, however; so what can you do to make sure your Service Management Office is a success and provides value to your organization? Understanding Your Version of a Service Management Office There […]
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Do You Need a Service Management Office?
There has been much talk throughout the IT Service Management (ITSM) industry about the value of the Service Management Office (SMO), so should you be hurrying to create one in your organization? Will a SMO deliver value for your business? Of course, the answers depend on your starting position. There are likely to be some […]
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The Service Management Office
Expanding a good idea Organizations have been reaping the benefits of having a centralized Project Management Office (PMO) for many years. Recently, the Service Management industry has adopted this idea with the creation of the Service Management Office (SMO), providing a service for both business and IT functions. The PMO and the SMO both provide […]
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Business Process Management Is More Than Drawing Pictures
When some people read or hear “business process management,” they think about process flowcharts and the various workflow models and pictures that business analysts create. While modelling is an important tool in business process management, (BPM) is much more than drawing some pictures with boxes and lines. Business process management is the set of skills […]
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Business Process Management in the Age of Digital Transformation
Companies large and small are embarking on a journey of digital transformation – reinventing their operations to leverage the power of technology to provide modern customer experiences, leverage data for decision making and enable greater agility when responding to changes in the market. While digital transformation is a great buzz phrase, business process management (BPM) […]
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Digital Transformation: Just Start Moving
The world of technology is changing fast. You can’t take advantage of all modern technology has to offer (such as data-informed decision making, competitive insights and streamlined customer experiences) if your systems, business processes and company culture are stuck in the past. To achieve a sustainable competitive advantage, you must digitally transform your business and […]
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Digital Transformation Is about the Journey, not the Destination
The business world and the marketplace in which you compete is changing, quickly! Customers demand products, services and experiences that utilize modern technology. They expect all the information your company knows about them to be the basis of your business processes and each interaction they have with you. Customers don’t care if you are a […]