Enterprise Service Management. What’s that? Isn’t it just IT stuff? The answer is, “No, not really”. It is about that too, of course, but it’s moved well beyond its original meaning and context. Enterprise Service Management (ESM) is your go-to strategy when attempting to optimise, streamline, and generally improve service throughout your organisation. It’s the […]
At Xcession, we do things a little differently Read More »
In today’s fast-paced and competitive business landscape, Enterprise and IT Service Management solutions have become indispensable to an organisation’s success. The ability to efficiently manage and optimise IT services is critical to meeting the ever-increasing demands of customers and stakeholders. However, the value derived from ITSM solutions is not solely determined by the technology itself.
Some insights and key observations from a June 2023 Freedom of Information Data request – I polled 420 local councils, of which 330 responded by the time this was published. This article gives some of my observations about the data obtained, unveiling findings that challenged and surprised (my) preconceived notions… or something like that at
Why are you using that ITSM? Read More »
There are many factors that impact on the value derived from ITSM tooling solutions. The cost of the solution, the maturity of underlying processes, the capability of the people working with the tool and technical implementation all combine to influence how well an organisation is served. But how do you appropriately gauge, successfully and accurately, which
Why is maturity within your service delivery function important? Read More »
Some insights and key observations from a June 2023 Freedom of Information Data request ~170 UK NHS Trusts were polled, of which 140 responded by the time this was published. This is roughly 64% of total. To start, let’s understand (at a high level) what it is that an NHS Trust does? Wikipedia suggests that…
ITSM Solutions in use – NHS Trusts Read More »
With over 1.5 million employees, the National Health Service (NHS) in the United Kingdom is the second largest, and possibly the most complex, organisation globally, serving more than 67 million residents. Founded in 1948 on the principles of universal healthcare, the NHS provides free and comprehensive medical services to the UK’s diverse population. With a
Interesting analysis piece by Alemba on ITSM within the NHS Read More »
This article was originally published via LinkedIn. I recently wrote about some of the use cases for AI within a Service Management context (you can read that here 👉 my AI capability article) and that – at time of writing – there isn’t a wealth of particularly ‘mind blowing’ examples available although the ones that are, are
Less than 10% of UK Public Sector organisations are using AI in ITSM. Are you? Read More »
This article was originally published via LinkedIn. So why aren’t more organisations (public sector that is) currently using it? Following on from research and answering more questions from this article here “Are you using AI in ITSM?” I’m exploring the perhaps more interesting output from this given the 90% current non adoption rate! I asked the question Q:
Over 90% of UK Public Sector Organisations are not using AI in ITSM. Why not? Read More »
This article was originally published via LinkedIn Following on from research and answering more questions from this article here as to why organisations are not (yet) using AI, let’s look at the organisations who are planning to, or at least considering it, within the next 12months and the thinking behind that. I asked the question Q: If
