Enterprise Service Management is about applying a service-oriented business model to the way your organization works internally. It is an operational architecture, a model, where each service provider within the organization–whether IT or HR, or Facilities, or any other department–is defined as a service domain that offers services to people within an organization. These services deliver
1. Gather Data Before you can make an informed decision, you need to gather all relevant data. This means looking for information from a variety of sources, analyzing past outcomes, and understanding the context of the situation. It’s essential to avoid confirmation bias, where you only seek out information that supports your preconceptions. Instead, challenge
Act Now: Why Digital Transformation Can’t Wait in the Race to Net Zero There’s something powerful about the right people being in the right room at the right time. That’s exactly what happened at the e-FWD Momentum Breakfast in Liverpool. Hosted by E-FWD, the Momentum Morning is a dynamic breakfast briefing that brings together industry
In the construction and engineering industry having effective financial control is much more than producing a set of monthly accounts. It is also more than simply summing up the costs and resources of a project when it comes to an end. It requires dedicated governance that not only tracks costs in real time, but forecasts
1. Define your purpose The first step to creating a sense of belonging in a team is to define your purpose. What is the mission and vision of your team? How does it relate to the larger goals of your organization and the needs of your customers and communities? How can you express your purpose
What is IT Governance? IT governance (ITG) is the process of managing and controlling key IT capability decisions to improve IT management, ensure compliance, and increase value from IT technology investments. IT governance centers around making sure the organization knows what impact IT decisions have on business value. For many organizations, IT is only the
2025 marks an inflection point for organizations still managing service delivery with outdated, siloed ITSM practices.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
