Patrice Burnside

Posts by Patrice Burnside

3 case studies for ITSM high-achievers

Looking for opportunities to increase your IT maturity? It's a long-term process, no doubt. But there are plenty of incremental steps you can take to progress your organizational goals.

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ITSM advice from Sharon Taylor, Chief Architect of ITIL v3

In the age of IT consumerization, you're always under pressure to deliver rapid and stable business system development. But, with speed comes risk.

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IT asset management: the business cost of not using ITAM

If you don’t optimize your IT asset portfolio today, will your organization still exist tomorrow?

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How to write an IT business case

Have you started writing an IT business case? Or have you already produced a business case for IT innovation, but want to ensure you've covered all your bases?

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9 areas for service management improvement

Did you know? On average, strategic CIOs earn $167,000 more than functional CIOs.[1]

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How-to guide: building a shared-services model

Better analytics and automation can empower your IT department to tackle issues that have potentially existed for decades. But that doesn’t detract from the sheer complexity of creating a shared-services model, also known as a Consolidated Service Desk (CSD).

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Download the service management beyond IT podcasts

As an IT champion, you're no doubt skilled at multitasking and always looking for ways to improve your knowledge of the fast-moving field of service management. That's why we've produced two podcasts focused on service management beyond IT. This is sometimes referred to as Enterprise …

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Reflecting on ITSM trends from 2006 - 2016

The dramatic growth of service management driven by software-as-a-service (SaaS) has been one of the most exciting IT trends to observe in recent years.

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Warm up your 2016 ITSM strategy with research from Axios, Deloitte and others

Process optimization: this is the top opportunity for improving service management in 2016, according to more than 100 service management experts who participated in our research.

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4 podcasts + PDFs to help improve your ITSM strategy

If there's one thing everyone in the service management community has in common, it's how incredibly busy we are, day in, day out. On the one hand, we are fortunate to enjoy a virtually endless amount of opportunity to optimize business processes. But we always do so with finite resou …

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