The latest News and Information on IT Service Management, Service Desk and related technologies.
There’s an incident. Your teams need to communicate with the development team that owns the service, but that team is too busy to stop and chat. Meanwhile, you in central IT have business leaders asking for updates, angry internal users calling the help desk, and customer service representatives asking for information. You have hundreds of tickets all pertaining to the incident in your ticketing system.
Government agencies had to adapt to a rapid increase in demand for services in 2020. They also had to adjust to a remote workforce. Many found themselves picking up the pace of their digital transformations and trying to modernize during a global health crisis. Perhaps above all else, many learned the importance of using the right digital tools, platforms, and services. They still have a long way to go.
Like a football or soccer team, security also has two lineups that must be continuously managed. One lineup involves protecting the digital assets and data of a business. The other: managing the security risk and vulnerability exposure of these environments and endpoints. The tension between these two lineups keep security and IT very busy. There is a critical shortage of expert security professionals, which means no expanding the bench of talent, even if you can afford it.
Business disruption can happen any time, especially when you least expect it. That’s why it’s critical to have a business resilience plan in place. “We define organizational resilience as the ability to maintain performance in the face of environmental, political, social, cyber, and other disruptions,” explains ServiceNow Chief Financial Officer Gina Mastantuono in the Workflow Quarterly Fall 2021 issue.
Many, many years ago I briefly taught in an undergraduate chemistry laboratory (mainly marking scripts and samples, as well as extinguishing the occasional fire). I noticed that although students could achieve a reasonable grade by just following the text they were given and answering, “it turned blue” (or whatever), the really good students who got the best results took the time to understand how and why it turned blue.
The longer the pandemic stretches on, the more convinced I become that innovation is the key to recovery. And I’m not alone. McKinsey research found more than 90% of executives “expect the fallout from COVID-19 to fundamentally change the way they do business over the next five years.” Yet, many organizations are focusing less on innovation in an effort to minimize risk, save money, pursue safe opportunities, and bolster their core business, McKinsey reports.
