2025 marks an inflection point for organizations still managing service delivery with outdated, siloed ITSM practices. As complexity grows, reactive service models are no longer sufficient. Today’s service organizations must shift from traditional support structures to proactive, enterprise-wide service strategies that elevate both performance and experience. This transformation is not a technology change – it’s
1 What is CRM software? CRM software is a platform that collects and stores data about your customers, such as their contact details, purchase history, preferences, feedback, and behavior. It also lets you segment your customers into different groups based on various criteria, such as their location, demographics, loyalty, or interests. This way, you can
Breaking Down Silos, Not Just Balancing Workloads In most corporate groups, each subsidiary operates its own service team, builds its own demand forecasts, and plans its own capacity. That’s understandable, businesses want autonomy. But from a group perspective, this leads to duplication, underutilization, and ultimately, missed opportunity. What if you could step back and see
What is IT operations automation? IT operations automation refers to the system that enables the execution of key processes without the manual activities required to accomplish them. Without the need for human intervention, IT operations teams can leave these processes on ‘auto-pilot’ and redirect their efforts to high-impact projects or activities. Automation has been a
1. Risk Brainstorming Brainstorming is a dynamic and collaborative technique used in project management for risk identification. By gathering your project team and stakeholders for an open discussion, you can tap into a wealth of experience and perspectives. This technique encourages creative thinking and the free flow of ideas, allowing participants to identify potential risks
Good service desk strategy doesn’t happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need to establish, and how these processes will flow as value chains across teams. All of these aspects are part of a service desk “system”, but they must all be
Telecom CFOs: Complexity is rising. Margins are under pressure. And the systems meant to help you manage it are often too slow to see the risk until it’s too late. Many finance teams are relying on disconnected systems, static spreadsheets, and tools designed to report the past, not shape the future. This blog explores what’s
1 Myth : Kaizen is only for big companies Some people think that kaizen is only suitable for large-scale, complex, and high-tech manufacturing operations. They assume that small and medium-sized enterprises (SMEs) do not have the resources, the expertise, or the need to implement kaizen practices. This is a false assumption. Kaizen can be applied
In the current context, CEOs and CFOs are focused on managing cash flow and are cautious about spending. But at the same time, many organizations have discovered that they don’t have the ITSM tools they need to support home working at scale. So how can you present a compelling business case to get the ITSM technology you need to
Mergers and acquisitions (M&A) can be a powerful growth lever. They help service organizations expand market reach, consolidate operations, and unlock scale. But anyone who’s been through an M&A knows it can also introduce operational chaos, overlapping teams, mismatched skills, redundant territories, and rising labor costs. So how do you take the strategic promise of
