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Impact Urgency Matrix Defined!

The following Blog was written originally June 26, 2019 by Matthew Smith and has been updated June 21, 2022 by Nicholas Rustad. 

As part of the Incident Management process implementation within ServiceNow you need to define a Impact and Urgency Matrix to drive ticket prioritization.  Learn more about what a 3x3 or a 4x4 matrix could look like incorporating the concept of KISS.

Matt Smith by Matt Smith

M&A Strategy with Microsoft 365 / Office 365

I’ve been working with companies going through mergers and acquisitions for years.  They are painful and take a lot of investment to get right.  The better transitions are proactively managed on the tech side and include time and effort to improve the operational state of both organizations.  As tech modernization has happened over recent years, […]

Nathan Lasnoski by Nathan Lasnoski

Product Development Maturity Curve

We know that technology is becoming part of the fabric of every business.  A successful company integrates technology into their core business, making it a irreplaceable component of how it goes to market.  In this discussion we’ll break down the maturity levels of each company and how technology changes the way it engages its customers. […]

Nathan Lasnoski by Nathan Lasnoski

The 'Thor Effect': Harnessing Your Power

The ‘Thor Effect’ is a mystical experience full of Asgardian power and a result of the use of powerful hammer, called Mjolnir. This may be an accurate depiction of the ‘Thor Effect’ in the Marvel Cinematic Universe, but looks a bit different in the workplace. So let’s compare….

Elizabeth Fleming by Elizabeth Fleming

Intro to Card Sorting

Have you ever used a product and the experience was horrible? I have, and it drove me to use a different product altogether. In an app for creating GIFs, the navigation items were placed improperly, and icons represented the wrong action items. The overall experience drove me to use a different product and avoid returning even after the company had fixed the issue. To maintain a strong customer base, it is important to focus on a good navigation system based on customer input.  

Christos Konstantakis by Christos Konstantakis

6 Levels of Maturing ITSM for a DevOps World

What shape does IT Service Management take in a modern DevOps world?  For your IT department, they might not even know to ask the question.  They likely are stuck thinking of ITSM as ITIL and IT as a centralized function delivered to the business.  How does IT Service Management evolve as IT, or tech, becomes […]

Nathan Lasnoski by Nathan Lasnoski

From Silos To Services – Transforming The IT Organization Part 2

It should be recognized that the ITSM transformation needs to operate as an ongoing program, not a one-time project. This describes a program that will start by putting the overall ITSM foundation in place in terms of organization, vision and governance followed by implementation of targeted activities to achieve first short-term wins and then longer-term strategies over time.

Randy Steinberg by Randy Steinberg