March 4, 2016
Smart Goals written in notepad

Smart IT puts the squeeze on business process outsourcing

The allure of business process outsourcing contracts is quickly fading because Smart IT initiatives are starting to pay greater dividends than have previously been available.
March 4, 2016
Mobile Banking Concept

How Digital Transformation will rebuild your bank branch

High street banks will spend $20 billion by 2019 to improve the in-branch banking experience, following the customer experience path largely being defined by Digital Transformation projects. 
March 3, 2016

So what about Service Strategy and CSI? Does no-one care?

“We don’t know where we’re going, but we’re way ahead of schedule!”  This phrase sums up the IT Service Management conundrum for me.  IT Service Management is critical to Digital Transformation, and the business technology organisation is poised for an amazing future if it can grasp the opportunity to lead that […]
February 25, 2016
Businesswoman going to the trap

IT customer service practices that you must avoid

Technology consumerisation and a vastly altered business technology world means that IT customer service has become one of the biggest priorities for IT departments. 
February 24, 2016
Digital symbols

What can consumer brands teach ITSM about smart IT?

Big brands are performing wonders with technology and in this article, we look at how these successes can be replicated by any IT professional or department without the luxury of mega budgets.
February 23, 2016
Customer contact points

Beginners guide to IT customer service

Why technology departments and professionals must prioritise IT customer service to stay in control of business technology.
February 22, 2016
Holiday key

Offshore outsourcing will be blown out the water by digital transformation

Business technology will soon be so efficient thanks to digital transformation projects that the practice of using offshore outsourcing purely to reduce labour costs will become “obsolete”.
February 3, 2016
Future technology touchscreen

Who will lead digital transformation and define the future of business IT?

Traditional ITSM has failed to give businesses the IT they need to succeed, so what are the alternatives?  Simon Kent explains what will fill the void and drive digital business transformation. 
February 3, 2016
business relationship

A Beginners Guide to Business Relationship Management (BRM)

By Simon Kent, chief innovation officer, Sollertis
January 28, 2016
2016 planning notebook

Digital transformation is now a business strategy, not an IT trend

Research by IDC shows that digital transformation is so pivotal to business success that it has transcended from I.T. challenge to become a cornerstone of the corporate strategy.