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Your ITSM should have purpose-built workspaces
Look around your desk, and you probably see a variety of tools that make you more productive — an ergonomic chair, a mug of coffee or tea, a notepad, or a charger. As individuals, we put great thought into making our personal space productive, a habit that many organizations have yet to fully replicate in their digital workspaces.LIKE.TG launched its ITSM Professional package with a focus on giving IT service teams the tools and information they need to be successful, efficient, and productive.In the past, service owners had to mine various sources of data to gather detailed information about their service portfolio. Sourcing information from many locations makes quantifying service value and performance difficult. For organizations that use multiple services, metrics, such as those that show customer satisfaction with specific services or estimated spend, become exponentially more complicated.“Most companies use multiple tools to keep track of their performance data, and that is not scalable” said Archana Penukonda, senior product marketing manager at ServiceNow. “The data problem is not always dependent on technology. Combining technology and better processes can go a long way toward having end-to-end visibility.”In our digitally transformed world, enterprises need to provide exceptional service at speed, innovate at scale, and be ever ready to pivot to new business challenges. They require an efficient and unified view of IT services to optimize and drive greater value to the business—regardless of who is providing the service. They need to have workspaces that offer a unified display of all relevant information. This eliminates lapses when digging for details and allows for more time to be spent making strategic decisions.With those needs in mind, LIKE.TG introduced purpose-built workplaces to help you report on the performance and value of services.
Service Owner WorkspaceProviding a unified view of all data related to your service portfolio, the Service Owner Workspace consolidates information on the services you own. You can monitor performance, SLAs, availability, and customer satisfaction, helping you track and analyze how services are performing. It’s also customizable. Organizations can use out-of-the-box metric definitions or create new ones tailored to their environment to help improve service quality, restore services fast, and manage service costs.
Vendor Manager WorkspaceAre you getting value out of your vendor relationships? Can you measure it? Our Vendor Manager Workspace provides a single destination to optimize vendor services by closely tracking metrics and monitoring performance. It consolidates information about service offerings, contracts, vendor improvement initiatives, SLA definitions, and risk management with metric models tailored to your organization’s specific requirements. If your third-party metrics are consistent, it unlocks a new level of transparency, fostering high performance relationships that drive value for the business.Interested in shuffling your desktop around? Purpose-built workspaces come standard with our ITSM Pro package. Learn more about workspaces and all the other solutions that will help you create more value for your service teams.
How to use Hardware Asset Management for Recording Keeping
In the life of a hardware asset, there is only one point when we know for sure we have what we purchased: When we first receive the asset.This hardware asset scenario reminds me being a little kid and playing catch with my neighbor. I would take a new baseball out of the package and throw it over the fence to him. He would catch it and then throw it back. Sometimes he would try to trick me and throw a different ball back over the fence: an old baseball, a softball, and one time a soccer ball. (That caught me off-guard.) And sometimes, he would go inside to dinner and not tell me. I would throw the ball and wait. (Until I was called in to dinner, of course.)When I took the baseball out of the package, and before I threw it over the fence, this was the only time I knew for sure I had that exact baseball. Once I threw the ball over the fence, I was never sure what I would get in return or if I would get anything back.I started writing my name on the baseballs immediately when I took them out of the package. This way, I could tell if I was getting back what I had originally thrown over the fence.Now back to the hardware asset…We receive the device and verify that what we receive is what we purchased.But at this time, we know a lot more about that exact device. We know who the vendor was and how much we paid for the device. We can match the device to that PO and invoice We have contractual information about warranty and support. And while the device is in our possession, we can attach asset tags to make identification easier. Before we deploy the device (or throw it over the fence to a user), this is the best time to start tracking the device; to create the hardware asset record with all of the supporting information we know at this point in the asset’s life.As soon as it is deployed, we have lots of tools to help us know where the device is. But nothing is more certain than when the device is in front of you; especially the very first time you receive the device.This is why tracking assets at the earlier stages of their lives is so important:
We know the most about the device at that point
We know exactly what we have
We know exactly where it is
Starting out early makes the management and tracking of that device, and all hardware assets, that much easier!If you’d like to learn more, watch the on-demand webinar: "The ITAM Triforce – Discover the power of SAM, HAM, and the CMDB"
Getting to know IT asset management
It’s funny how once you are officially in a department such as IT, everyone assumes you have deep knowledge about everything from resetting a printer to spooling up a complex cloud dev instance. And as time goes by, it gets harder and harder to admit unfamiliarity about certain areas of techdom.Take IT asset management (ITAM), for example. Yes, we all know what software is. We know what a laptop or desktop computer is. But what does it take to successfully control the usage and investment in what can be a significant cost for an enterprise?The basics: What makes ITAM run successfully.This is the management of all IT assets include computing, networking, and related equipment, as well as software licenses, entitlements, and subscriptions. In too many organizations, IT assets are quite numerous, widely distributed, and often not fully inventoried or documented. And therein lies the problem.Download Now: The Gorilla Guide to Getting Started with ITAMWhat are the common asset management mistakes and challenges?In an adjective: reactionary. Because of widespread distribution, unclear assignments of responsibility, and point tools isolated from the rest of IT, organizations tend to manage their IT assets as a reaction to some event or discovery, often unplanned and perhaps even unexpected. This has obvious risks. For example, what if you get a demand from the software vendor to prove you have licenses for every user on every machine? Failure to do so could result in license compliance true ups and even legal action. Here’s a look at the most common pitfalls not having a strong ITAM strategy or tool:Problem 1: So much wasted money.This might mean paying for software or subscriptions no longer in use or for more licenses or subscription seats than are necessary. This adds up fast. Gartner estimates $152 billion in wasted software costs and $33 billion in wasted Software as a Service usage fees. How much is your company adding to those numbers every year?1 Gartner Newsroom Oct 10, 20202 Garner Newsroom July 23, 2020Problem 2: So much silly risk.The other side of overspending is failure to purchase or acquire licenses or subscriptions needed to legally make use of specific software or services. This seemingly innocuous activity can lead to financial penalties.Problem 3: So much unnecessary work.If an audit happens, IT, finance, and other staff get drawn away from their usual work and responsibilities causing overall productivity to suffer.Those are the risks. Now keep learning about how ITAM comes to the rescue.We invite you to explore a nifty Gorilla Guide created to give the whole inside story on modern ITAM. It offers a concise discussion with topics including:
The ITAM Savings Equation
Avoiding Unnecessary Expense
How a Single Platform Simplifies ITAM
Benefits of Lifecycle Management
Piloting the Process
Measuring (and Sharing) Success
Introducing IT Asset Management (SAM) in an Organization
Reconciling the Data
Optimizing Platform Synergies and Capabilities
Get “The Gorilla Guide to Getting Started with ITAM.” And be ready for any asset management question that comes your way.
How to flatten the ITOM curve
As I sit here writing this blog, I can’t believe how much things have changed. No more chats in the hall or booking a conference room. With this pandemic, everything is virtual. My laptop and mobile are my lifeline. They are the only way I can work.I know I’m not alone. How many of you are reading this blog at the kitchen table—or, if you’re lucky, in your home office? And I suspect it’s not going to change any time soon. If ever. Changes like this have a funny way of becoming permanent. We miss the personal interaction, but we don’t miss the commute. Also, just think about how much money companies are going to save on office space.Which brings me to the topic of today’s day’s blog.With everyone so dependent on IT to keep them connected, it’s putting a huge strain on ITOM (IT operations management). Talk about mission critical. For example, if there’s a VPN issue, literally everyone is affected—not just the road warriors. And the demand for remote services is only going to increase as more of our work moves online.So, if you run an IT operations team, what are you going to do? It’s a huge challenge. Heroics aren’t enough—although I know we have plenty of heroes out there. It’s not just about dealing with today’s crisis. How do you scale as the number of digital services continues to explode? And how do you do this while keeping costs under control?Current toolsets and processes just aren’t up to the challenge. To start with, siloed monitoring tools create overwhelming noise, and it’s still a game of swivel chairs. The technology stack is becoming more complex, and it’s evolving at breakneck speed. Human beings just can’t keep up. In addition, many IT operations teams are still stuck managing infrastructure rather than focusing on what matters—the services their business depends on.It’s nobody’s fault. Everyone is doing their best, but their software tools are letting them down. Everything is too disconnected, too manual, and too slow.Something has to change.At LIKE.TG, we’re working with you to transform IT operations. Together, we’re leveraging the power of AIOps to:
Predict service issues before they happen, increasing service availability and lowering costs by shifting operations to the left
Prevent service issues from impacting users, automatically finding the root cause of issues and quickly identifying potential solutions
Automate workflows across teams, lowering MTTR and increasing productivity
And, with LIKE.TG, you get the service context you need, so you focus on what’s important for your business.Of course, all of this has to be more than pretty words. And it is. With LIKE.TG® IT Operations Management (ITOM), IT operations teams have been able to:
Reduce monitoring noise by 90%
Predict 35% of incidents before they occur
Fix common service issues 10 times faster
Improve productivity by 44%
And we’ve only just started. We’re continuing to aggressively expand our capabilities, giving you the intelligent platform, you need to flatten the IT operations curve.One day, this pandemic will be over, but the world will have changed forever. Hopefully that change will be for the better, but whatever it is, we all need to be prepared for the challenge. With LIKE.TG ITOM, you’re ready.Until then, stay safe.P.S. Don’t forget to check out our latest eBook to learn more about how LIKE.TG ITOM can help you to predict, prevent, and automate.
A new spin on managing your hardware assets
Most every kid did it: Spinning around in your parents’ desk chair. But as an IT Asset Manager, that swiveling is not so much fun.Hardware assets are everywhere: from your physical locations to your remote users to all the mobile and wifi-enabled devices to your datacenters and your network infrastructure. And it’s likely that each of these asset groups has its own deployment and management system, if not multiple systems for each asset group.So many questions…and it all takes…so…much…time.
You have dashboards on each tool and system. Which dashboard do you use? Which is most accurate?
You have to go to a dozen tools and systems to pull data, and now you have to cross-reference and reconcile all of the data. Did you get the reports with all the appropriate data from each system?
You don’t want to double count an asset, so if an asset appears on two or more reports, which of the data records is correct? How do you reconcile the multiple data points?
You need visibility into what you have, where they are, and who is using which devices. As quickly as possible. What if getting that visibility could be so much easier?Ding, ding, ding! The answer is: You need your hardware asset data on one platform. One.One platform that can automatically and accurately combine data from multiple sources.Where your hardware asset data is automatically reconciled, normalized and cross-related.With one set of dashboards and one set of reports. So now, instead of you wasting time on reconciling data from multiple tools and systems, you immediately have actionable information to manage your hardware estate.Being able to get a full picture of all your hardware assets is critical. Getting that full picture on one platform just makes perfect sense.So, let’s leave the swivel chairs for your desk and get them out of your hardware asset management.
For the 7th year in a row, LIKE.TG is named a Leader in the Gartner Magic Quadrant for IT Service Management Tools
Wow! LIKE.TG has been named an ITSM Tools Magic Quadrant Leader and placed furthest in completeness of Vision and highest in Ability to Execute in the 2020 Gartner Magic Quadrant report. We are humbled by the recognition and gratified by the success that our customers are reporting.You may wonder whether, after being named a Magic Quadrant Leader for 7 consecutive years, if the thrill fades. To the contrary, our determination to innovate for our customers has never been greater. We believe, The Gartner accolade is a testament to our “hungry and humble” work ethic–hungry to do right by our customers and execute relentlessly to meet their needs, and humble in learning what’s working and what’s not, so we can make the right investments on behalf of our customers.A clear purposeWhen Fred Luddy launched LIKE.TG in 2004, his basic premise was to “enable people to route work effectively through the enterprise.” That rings true today more than ever.Though 2020 brought enormous, unforeseen challenges, LIKE.TG used them as motivation to deliver the workflows and applications our customers needed for emergency response and a safe return to the workplace. The company and those that make it run rose to the occasion.[Read the report: 2020 ITSM Gartner Magic Quadrant]The platform of platformsThese unusual times have clearly created a great need for digital experiences. Nine out of 10 CEOs worldwide want to support digital transformation, but only 4 in 10 say they’re prepared for it. LIKE.TG is helping close that gap with the powerful and flexible Now Platform®.LIKE.TG® ITSM, with its single, unified data model and built-in machine learning capabilities, integrates seamlessly with existing enterprise solutions to keep businesses functioning smoothly and deliver stellar digital experiences and increased productivity.For example, the LIKE.TG Virtual Agent, available to employees 24-7, understands natural language, providing answers to employees quickly in the era of remote working.As machine learning is built into the LIKE.TG platform, IT has the power to increase automation: Incoming incidents are automatically assigned, IT support staff get instant resolution recommendations, based on similar incidents resolved in the past, and any potential major incidents are intelligently identified and resolved before they negatively impact the business. To avoid frustrating UI slowdowns, our Agent Workspace enables IT support staff to concurrently resolve multiple issues rapidly while also receiving AI-assisted resolution recommendations right within the interface.Building future-proof ITSMI believe Gartner has recognized LIKE.TG as a Leader not just because we listen to customer feedback but because we also anticipate their needs. We invested heavily to build a resilient IT Service Management solution to foster business growth.For instance, LIKE.TG’s Walk-Up experience, built to enable swift face-to-face support, is now fitted with an extension that supports effective remote incident management. It enables contactless, depot-style walk-up centers through scheduled pick-ups and adaptive work assignment rules.With an increasingly remote workforce, IT staff must meet employees on the channels they are on – Slack, Microsoft Teams, or others. LIKE.TG also integrates with Amazon Connect to provide that seamless voice and chat capabilities so employees can get back to work with minimal downtime. LIKE.TG self-service has been able to deflect up to 80% of incidents or requests, allowing the IT staff to focus on more strategic issues.Boosting growth but containing costsIT and business leaders know that now is the time to raise productivity, reduce expenditures, and prepare for a more resilient future. Independent research shows that organizations that switched to LIKE.TG saved a total of $8.9 million because of improved IT and employee productivity. A reduction in overall IT maintenance and development costs saved another $6 million.Behind every great experience… is a great workflow. We are always grateful to our customers, and in service of their business goals. We are confident. This latest recognition from Gartner is a validation of our strategy, execution, and innovation for our customers.
IT just got smarter
Every company in the world needs to reduce risk and uncertainty in its IT operations, ITOM. The best way to do that is by combining AI and digital workflows. It’s all about applying machine learning to operational data so that you can generate insights about potential system issues, and then launch automated workflows that resolve problems fast—ideally, before they impact customers.Today’s partnership announcement between IBM and LIKE.TG is great news for enterprise customers. We’re combining AI-powered hybrid cloud software and professional services from IBM with intelligent, self-learning workflows running on the Now Platform® to deliver cutting-edge IT service and operations management.Engineers at IBM and LIKE.TG teamed up to create a joint IT solution, the first of its kind, that marries IBM Watson AI with LIKE.TG IT Service Management (ITSM) and IT Operations Management (ITOM). The joint solution will enable customers to enhance employee productivity, have full visibility into their operational footprint, and respond to incidents and issues faster.
Clients will gain deeper, AI-driven insights from their data. The joint solution creates a baseline of their normal IT environment. It provides recommendations for actions to prevent and fix IT issues at scale, before they become problems. As a result, customers can free up valuable time and IT resources from maintenance activities to focus on driving the transformation projects necessary to support the digital demands of their businesses.The new solution will be enabled through a joint go-to-market strategy, and will be available later this year from IBM.LIKE.TG ITSM allows IT to deliver scalable services on a single intelligent cloud platform to increase productivity by 20% (according to a Forrester estimate) and resolve issues faster, creating amazing employee experiences. LIKE.TG ITOM Visibility leverages Service Graph, the next evolution of our native Configuration Management Database (CMDB), to deliver automated, near real-time visibility into the true operational state of all resources and business services.Historically, the CMDB functioned as a single source of truth for your IT infrastructure. Modern IT organizations increasingly need consistent, data-driven insight into the entire digital lifecycle, not just inventory and asset management. Stemming from our acquisition of Sweagle, Service Graph now underpins all of LIKE.TG’s solutions, enabling businesses, for the first time, to integrate technology, people, and processes into a service-oriented view.IBM Watson AI applies machine learning and AI to IT operations, automating how enterprises self-detect, diagnose, respond to, and remediate IT anomalies in real time. Customers get anomaly detection along with automated recommendations based on deep analysis of prior incidents.IBM algorithms and baselining techniques will provide important context to LIKE.TG, enabling streamlined incident management, making the data more useful to agents and retraining the AI over time. Thanks to the power of AI and machine learning, the average time to resolve incidents can be reduced by 65 percent. Using LIKE.TG’s IT workflow capabilities, meanwhile, all actions and insights will be recorded for auditing purposes and to generate future insights.Using the IBM and LIKE.TG joint solution, IT pros will be able to obtain a full view of an issue, from start to finish. With recommendations and deep diagnosis from IBM Watson AI, a service agent can quickly understand the incident, without ever leaving ServiceNow.On the implementation side, IBM is expanding its global LIKE.TG practice to include additional capabilities that provide advisory, implementation, and managed services on the Now Platform. LIKE.TG is co-investing to train and certify IBM employees and dedicated staff for customer success.
IT risk is no joke in today’s technology-driven enterprises. Even the smallest outage can cause massive financial and reputational damage. In fact, market research firm Aberdeen pegs the average cost of an outage at about $260,000 an hour. Together, IBM and LIKE.TG will help customers overcome these challenges by automating old, manual IT processes and increasing IT productivity.Hats off to the talented IBM and LIKE.TG teams that collaborated to build this innovative solution. Together we’re delivering great technology and services that make work, work better for people.Use of Forward-Looking StatementsThis blog contains “forward-looking statements” about the expectations, beliefs, plans, and intentions relating to the partnership between IBM and ServiceNow. Such forward-looking statements include statements regarding expected performance and benefits of our new solution and go-to-market strategy. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forwardlooking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include: (i) delays and unexpected difficulties and expenses related the solution; (ii) uncertainty as to whether sales of such solution will justify this strategy and investment; and (iii) changes in the regulatory landscape related to the solution. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
5 IT strategy considerations to ensure business resilience
If you’re a Marvel® Comics fan, you might have heard about the superhero named Darwin. Darwin can evolve based on need and environment. For instance, he can acquire night vision for his evening’s mission or develop gills if swimming underwater.As with Darwin, adaptation is an essential skill for many IT operations superheroes out there as well, tough times or not. LIKE.TG executives recently sat down (virtually) with IT leaders from several industries to hear their challenges and priorities brought on by the pandemic and the changes it has wrought. One thing that was loud and clear: everyone's journey to create a resilient operation was slightly different, but all had common end goals. Here’s a brief synopsis:1: There’s no single operating protocol for retail and manufacturing companiesThe retail and manufacturing company execs said that they are more focused than ever on adjusting supply-chain mechanisms. One company quickly augmented its e-commerce platform to accommodate online sales. Another developed multiple operating protocols to receive materials in states that have different mandates. And other companies have made a priority of ensuring the health of their front-line workers.2: Preparation is criticalA small number of companies had a contingency plan prior to the pandemic. They implemented it instantly, using their past experience with SARS and other health crises as a guide. Financial services companies were prominent here. They transitioned almost overnight to working remotely, quickly boosted network capacity and bandwidth, and increased usage of self-service and digital channels.3: Reliance on Cloud and SaaS paid offCompanies that invested in multi-cloud environments and SaaS applications scaled faster and further. AS a result, service providers were able to respond to their needs swiftly and have been able to scale demand up and down as needed. Companies that narrowed their focus to the critical services that employees and customers relied on most were less likely to experience interruptions.4: Workflow automation came to the rescueThe use of self-service, AIOps, machine learning, and workflow automation across the enterprise have continually helped companies resolve common tasks. Not surprisingly, some companies had invested in automating help desk support, employee onboarding, vendor management, and other functions that help daily tasks run seamlessly.5: There’s no going backThe COVID-19 pandemic has forced companies to shift to digital. While companies get ready for the return-to-workplace mode, they’re only going to accelerate the adoption of artificial intelligence, machine learning, workflow automation, remote workforce enablement, and collaboration.Have your cape ready. There will be more unplanned changes aheadJust like Darwin, IT operations has shown extreme resilience to change. That will be tested even more as companies navigate uncharted waters in future return-to-work transitions. Three things to keep in mind while you prepare:
Review your IT operation’s ability to scale up and shift as needed
Consider plans to speed up cloud and SaaS where it makes sense
Automate, automate, automate
For more information, check out this eBook to learn how to optimize your CMDB strategy for today’s crisis and beyond.
Combine ITSM and ITOM to make your business more resilient
A combined ITSM and ITOM approach can make your business more resilient and proactive in three ways.We’ll start with a stat that most anyone will appreciate: In the average enterprise, about 60% of incidents are generated by machines (servers, storage, network routers, etc.) instead of people, LIKE.TG research finds.By broadening their IT management to include machines and people, many current LIKE.TG customers have reduced high-priority incidents and VPN outages, and shortened service restoration times, saving the organization thousands of employee work hours.Let’s dig into the advantages of this IT service Management (ITSM) + IT operations management (ITOM) approach:Drive down costs while swiftly resolving issuesThe shared data across both ITSM and ITOM allow for faster, more effective issue resolution. The insights can also power greater self-service for the “people part” and automation for the “machine part.” A deeper understanding of issues and the impact of change on systems allows operations to better prioritize its attention.For example: By standardizing its IT on a single platform, Danske Bank has created a scalable foundation for enterprise‑wide innovation that improves risk management and enhances the employee experience. With LIKE.TG, the bank has achieved:
A 93% reduction in high-priority incidents
A 6X improvements in time to restore services
A single platform for ITSM, ITOM, ITBM, and GRC.
Scale IT to support employee needs and business goalsRealize self-healing and proactive IT through logic-driven automation across the estate, from identifying the issue in near real-time to to prescribing a resolution. In other words, have visibility and a single source of truth to drive AIOps and predictive intelligence.For example: Accenture now has transparency and control across their services, applications, and infrastructure, leading to some incredible results:
A 41% reduction in MTTR via greater visibility and more rapidly identifying problems
A 90% reduction in time required to create a ticket
A 50% improvement in configuration item accuracy, leading to fewer problems down the road
Delivering more resilient and compelling remote service experiencesAn integrated, single platform for ITSM and ITOM allows your team to share data more freely by more intelligently determining an issue’s impact and priority level. An issue can be automatically assigned to the right resolution group using ML-based intelligence.For example: The IT team at Novant Health can now focus on helping with chat or the service desk. They automated much of the ticketing process, improved self-service, and simplified the resolution process to deliver:
A 50% reduction in workload through self-service
30% fewer ticket reassignments
28 hours of redundant support work eliminated per week
Get IT working together in new ways to solve those old problems.By leveraging a single platform, such as LIKE.TG, you can use automation and predictive intelligence to significantly reduce people-generated incidents (with ITSM) and machine-generated incidents (with ITOM).Get the whole story. Regardless whether you’re a current LIKE.TG ITSM customer, we recommend this ebook: “Reimagining IT service delivery and operations in unimagined times”
How to be an IT ninja
Ninjas are known for their stealth and agility, skills that take much practice and study to master. They are never satisfied with their current abilities and always seek to improve.Those noble aspirations are not limited to secret warriors. In the current climate, IT leaders are also busy adding new capabilities to their skillset. In my IT Experience Podcast, I regularly sit-down with IT pros who have valuable advice for their peers.The following principles can help you hone your ITSM and ITOM ninja skills as we build the post-COVID-19 workplace.Keep a growth mindset - When I sat down with Khalid Kark, Managing Director at Deloitte CIO Program, he shared his research on kinetic leaders. A kinetic leader is always reinventing herself.It’s even more critical to maintain a growth mindset. Leaders can’t just focus on focus only on responding to traditional problems. Instead, view every new challenge as an opportunity to drive agility so you can stay resilient and innovate. A growth mindset will help you create value in difficult times, whether by deploying automation to keep employees productive or building intelligence to respond to customer problems faster.[Shameless plug: It’s one thing to be an IT leader, it’s another thing to use ITSM that’s a leader in the Gartner MQ.]Align IT and business to deliver digital outcomes - IT transformation leader David Stefferud, used an analogy to explain why transformation projects often fail. Let’s say your business is looking to sell more canned peaches. But IT keeps asking for more money to upgrade their systems. The mismatch of goals and expectations creates contention among the teams, without advancing their common goal of moving those peaches.Instead, IT should come back and say, ‘I'd love to help you sell more peaches, but we need to rethink our digital capabilities to support that?’Focus on intelligence versus data - Many IT leaders care about data collection. It’s true that analytics is useless without quality data. But if data collection consumes years of effort by expensive data scientists and then doesn’t yield useful results, it becomes a burden.According to Loom Systems founders Gab Menachem and Dror Mann, IT leaders need to build intelligent systems instead of just capturing data and then relying on lengthy analysis to surface the insights they need.Make automation your top priority - Thangavel Viswam, an IT ninja on the LIKE.TG IT Operations team, shared how his team has automated resolution of VPN issues. Before they automated problem identification and i resolution, they used to have to resolve hundreds of incidents. Now they're down to tens and twenties. During COVID-19 when employees everywhere started working remotely, they hardly had to work on VPN issues. That freed up time for them to work on other strategic tasks.Put your ninja suit on and be ready to adapt and grow - IT leaders can drive business value by:
Making allies in the business by understanding their business needs.
Creating common digital transformation goals.
Develop their intelligence and automation muscles.
Agile organizations perform better
In a fast-moving world where volatility, uncertainty, complexity, and ambiguity (VUCA) are the norm, organizations must be agile to survive, thrive and rise above competitors. Recent IDC research shows agile organizations outperform non-agile organizations across several key indicators central to delivering on C-suite agendas.[Discover the benefits of agile development.]The LIKE.TG-commissioned IDC Agility Benchmark Survey1 found that 93% of agile organizations reported growing profits (see Figure 1). Only 68% of static organizations reported the same. Equally, agile organizations perform better across several core areas and are better able to:
Protect revenues with existing customers and attract new ones.
Attract and retain critical talent.
Accelerate new business models and new solutions development.
Capitalize on targeted growth opportunities.
Figure 1: A spotlight on key metrics where agile organizations perform better than their peers; source: IDC Agility Benchmark Survey, 2020Unlocking agility requires fundamental shiftsThe need for more agility is clearer than ever, as is the realization that a whole journey lies ahead. IDC defines two characteristics that underpin agility: speed, and adaptability. Embedding these in the organizational DNA allows organizations to quickly pivot strategy, talent, processes, portfolio, and technology architecture toward changing needs.Yet, the journey is not an easy one. The path to agility will require some relevant shifts across five dimensions:
Leadership: From reactive leadership with fixed and yearly strategy and budgeting processes to rapid decision cycles to quickly ramp or sunset initiatives as needed
Structure: From a hierarchical, siloed, command-and-control organizational structure to a "team of teams" fluid, self-forming structure that allows for continuous tapping into required talent and skills
Process: From siloed, manual processes where bottlenecks and duplication lead to inefficiencies to adaptive, integrated, and end-to-end digitized processes
Portfolio: From a static product portfolio where innovation is bureaucratic and top-down to rapid experimentation and "fail fast" approaches with feedback loops from the ecosystem
Technology architecture: From a static technology infrastructure tied to legacy systems toward operating as a digital platform, leveraging real-time enterprise data
Figure 2: IDC organizational agility evolution framework—pillars; source: IDC, 20205 steps leaders should take to become more agile1. Know where you areOften, organizations overestimate their agility. More than half of European organizations consider themselves very or extremely agile. In contrast, only 21% of organizations are ahead in their agility journey. Overcoming this misperception and understanding how to move forward will require a careful assessment of where your organization is today on the agility evolution curve, as well as the ability to benchmark yourself against industry peers. This will provide a clear representation of the starting point and the end goal, and enable you to track progress.2. Benchmark yourselfBenchmark your agility maturity to the five pillars (see Figure 2). This will provide a clear map of areas that need improvement. For each pillar, IDC has also identified agility tips—practical steps that can help organizations accelerate their path to agility.3. Build an agility compassEach organization will need to define its own roadmap toward organizational maturity and strength on the key agility dimensions. The roadmap should address current capabilities, challenges, and priorities. Setting up an internal pilot project to drive changes in the organization can help you test the approach, get internal buy-in, and share best practices for scaling.4. Keep running in the "Red Queen's race"As Lewis Carroll said in his book "Through the Looking-Glass," "It takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that." Agility is not a safe spot to reach but rather a continual process of improvement.5. Use the whole orchestraAgility is a team sport. Make sure all levels of your organization understand the benefits of agility. You entire C-suite should be pulling in the same direction. All employees should be empowered to drive change proactively. Nurture a culture of innovation to drive entrepreneurial behavior and continuously scout new opportunities. Develop an incentive structure that's aligned with the new expectations to drive culture change across the organization.Learn more about the key traits of an agile organization, the five dimensions of agility, and the agility evolution stages in the LIKE.TG ebook "How to thrive in unpredictable times."1 The IDC Agility Benchmark Survey gathered responses from 873 large European enterprises between September and October 2020.
Deloitte harnesses LIKE.TG IT Business Management
As a world leader in professional services, Deloitte knows how to innovate and meet client requirements to a high standard. The professional services network uses LIKE.TG IT Business Management and LIKE.TG digital workflows to operate efficiently and deliver on client projects.Once Deloitte had achieved initial success with query management, the team began examining opportunities to use LIKE.TG to digitise workflows across the organisation. An apples-for-apples comparison delivered a compelling result: “Testing how we could benefit from building on the platform to solve for medium complexity process with some integrations we realised massive cost and time savings with LIKE.TG,” says McIntyre “Time savings are a huge business benefit in the professional services industry, and Deloitte realised savings in the order of a 50% to 80% reduction in time to build applications.”Deloitte is also a welcome guest on LIKE.TG's Neighbourhood series.Matt McIntyre, Partner, Enterprise Program Officer, ANZ, Deloitte joined us to discuss their use of LIKE.TG to build apps and improve prioritisation, dashboarding and other key elements of project portfolio management.The Enterprise Program team oversees investment portfolios in the region, working closely with businesses to ensure investments are properly prioritised and managed over their life cycles.McIntyre has worked with LIKE.TG since 2008. He first used the Now Platform® to support operations for the newly created ‘Deloitte Digital’ division. “I was after an ITS end-solution,” he explains. “We’re delivering digital products to clients and we needed to [triage and manage] incidents and calls.”McIntyre signed up to a developer initiative, gained access and began exploring LIKE.TG platform capabilities. In 2014, when the Deloitte Quality and Risk function approached his team for assistance in managing queries from business services professionals, Deloitte conducted an evaluation process and opted to procure ServiceNow.“We started with LIKE.TG as a platform and built a query management system that helped the quality and risk team manage queries from the business,” McIntyre says. The project required Deloitte to transition gigabytes of case emails into LIKE.TG to support a system that still runs today, along with many other platform applications.
The team now maintains nearly 25 LIKE.TG applications. They include an app used to set up engagements in core finance systems, and others that help with everything from recruitment management and approval processes, to outsourced offshore payroll processing.Deloitte evaluated a range of systems before opting for LIKE.TG IT Business Management to undertake project portfolio management. McIntyre explains the Now Platform capabilities won out, particularly for its unique digital workflow capability, along with dashboarding, recording, configurability and user interface.Looking ahead the business saw further improvements in IT Business Management. "Globally, Deloitte [was] going through transformation,” McIntyre says. That exercise entailed introducing a form of globalisation to a network of member firms that had traditionally operated individually in different markets.Deloitte’s global IT operation was looking at better ways to deliver services to internal clients, their clients and their customers, and strongly recommended ServiceNow. Deloitte Australia then deployed IT Business Management in April of 2019 and followed up with IT Service Management three months later.In the last year, Deloitte has partnered with LIKE.TG for project portfolio management. “A really good lesson when you’re evaluating the best capability for your business needs, you’ve really got to look at a vendor and what deep industry and product knowledge they have, and the changes they are making in their products to help you advance what you’re doing,” says McIntyre.LIKE.TG has also helped Deloitte solve the complex issue of project prioritisation – a task that was eating up time better used for execution. “We think we’ve found a happy middle ground in the last 12 months where we’ve moved to a quarterly prioritisation model,” says McIntyre. “With ideas and demands captured in LIKE.TG IT Business Management.”In addition, LIKE.TG has enabled the team to build dashboards and tweak them on the fly to meet the demands of stakeholders or audiences.Deloitte has now extended LIKE.TG IT Business Management to capture – at a project level – all the impacts of changes affecting the audiences and user groups within its organisation. These changes include new marketing campaigns, new talent initiatives, new IT system implementations and new product builds to meet client briefs.“We’re able to take that information and surface it out to a dashboard and answer the question of whether we are making too many changes at one time for a particular group, or can we combine some messages and create a consistent narrative going to the business,” McIntyre tells us. “That’s a really powerful thing for us to do with the platform and something that doesn’t come out of the box.”McIntyre also shared the key building blocks of building an enterprise project management office and successfully adopting underlying technologies: “It comes back to putting the user at the centre of what you’re doing and solving the questions that we had,” he says.
LIKE.TG and Oracle Cloud Integrate for Cloud Optimization
Over the past year, companies have flocked to digital transformation more than ever to protect revenue, maintain business continuity, and pursue productivity in today’s distributed work environment. Having an effective cloud strategy is a key component to any company’s digital transformation journey.To build the best cloud strategy, IT departments need one data model and cross-enterprise integration system. This gives them the ability to operate using one view across the entire IT lifecycle so they can plan ahead, prioritize, and optimize on a single cloud-based platform.A match made in the cloudLIKE.TG and Oracle share the goal of helping companies accelerate their digital transformation efforts by creating a single data view for smarter decisions and real-time analytics. Today, LIKE.TG and Oracle are announcing the integration of LIKE.TG ITOM Visibility with the Oracle Cloud Infrastructure (OCI) for cloud optimization.This will allow joint customers to proactively visualize changes in their OCI instance and understand how business services are being impacted. This integration furthers LIKE.TG’s goal of supporting customers’ existing infrastructure, giving the Now Platform the ability to support customers wherever their workloads reside: on-premises, across the major cloud vendors, or both.“With this integration, LIKE.TG and Oracle are making it seamless for enterprises to unlock productivity for distributed teams to deliver products and services faster, access powerful business insights, and create great experiences for employees,” says Jeff Hausman, VP GM of operations management (ITOM, ITAM, security) and data foundations at ServiceNow.“Joint customers leveraging the Now Platform and OCI will get the best of both worlds: a seamless experience that maximizes the value of cloud investments and the ability to harness the power of artificial intelligence for proactive operations,” he adds.“Enterprise customers are increasingly moving toward a multicloud environment and need an easy way to manage all of their cloud resources,” says Scott Twaddle, vice president of product, industries, and partnerships for Oracle Cloud Infrastructure.“This is a big step forward for all of our customers that are using Oracle, as well as other major cloud providers, to run their business-critical applications. Now customers can leverage their existing LIKE.TG Service Management Portal to view and manage all of their cloud resources, including Oracle,” he adds.Cloud visibility simplifiedGaining visibility into workload migration while managing product and service delivery is not easy, especially as companies have shifted to either fully remote or hybrid work models. The LIKE.TG ITOM Visibility solution coupled with OCI, however, provides complete visibility into multicloud infrastructure as a service (IaaS), platform as a service (PaaS), and containers as a service (CaaS) resources.With LIKE.TG's comprehensive IT asset data, teams can conduct tasks such as visualizing changes, tracking incidents, and fulfilling software license compliance obligations. In fact, Oracle has verified both LIKE.TG Discovery and Software Asset Management as third-party tools for Oracle contractual events and software audits.The integration also helps distributed teams track cloud-native environments, speeding product delivery to meet increasing business demands. For example, IT teams can now use standardized cloud tags to map infrastructure and services for instant issue identification and remediation.AI-driven workflows to the rescueIn today’s challenging business landscape, organizations have limited resources and bandwidth to manage issues when they arise. With OCI, customers will leverage LIKE.TG AI-powered service operations to predict and prevent issues before they occur and impact users.Using a single, unified agent framework, IT teams can better manage vulnerabilities and software asset management and use intelligent workflows to automate incident response. This ultimately helps ensure processes run smoothly, issues don’t affect the customer experience, and customers have fewer agents to manage.Customers can easily download and implement the new integration in the LIKE.TG Store without overhauling their current LIKE.TG and Oracle environments.
LIKE.TG named a Magic Quadrant Leader in Enterprise Agile Planning Tools
LIKE.TG has been named a Leader in the 2021 Gartner Magic Quadrant for Enterprise Agile Planning Tools for the first time. This is a big move for us after being positioned a Niche Player in 2019 and a Challenger in 2020. We believe this position is a result of our extended integration with third-party tools, our project and portfolio management (PPM) use cases, and our portfolio management capabilities.Gartner’s research measured our IT Business Management (ITBM) and Agile capabilities, a critical part of our IT workflows strategy. This year, we’ve moved further right in the completeness of vision and upward in ability to execute. We believe this recognition is a game changer that validates our prominence in the ITBM/PPM marketplace.
A platform of strengthBuilt on the Now Platform®, ITBM provides a single unified backlog that integrates operational and development work. It can centralize all demand coming in from the IT services side, all alerts and issues coming in from the operations side, and all projects and priorities coming in from the business.Our platform is a huge strength for us. In fact, we believe we’re the only vendor that provides a shared platform for the technology lifecycle. Our common service data model, workflow, and user experience help organizations break down silos and drive more agile and resilient operations.Benefits of ITBMITBM delivers a single data model, a modern mobile experience, and a powerful integration hub. It includes a broad set of functionality, from idea management and roadmapping to project and portfolio management and visibility.Based on customer feedback, we know we’re uniquely positioned to help customers with their digital transformation journeys. Our robust roadmap includes enhancements to Scrum, Kanban, and forecasting support, as well as other capabilities. In the past year, we’ve extended third-party integration to include Azure Pipelines, Github Actions, Gitlab, and Jenkins.ITBM is able to help organizations manage all kinds of planning methodologies, including Agile, Waterfall, and hybrid. And, we’re creating experiences for the primary personas: executives, portfolio managers, program managers, and product owners. We’re also continually investing in and releasing user experiences such as roadmapping.At LIKE.TG, we’re committed to improving the user experience based on customer feedback. The upcoming Rome and San Diego releases of the Now Platform will include significant updates to our user experience.See the benefits of ITBM for yourself: Demo IT Business Management.Read the full report.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
How well do you know modern ITAM?
Take a quick break from those spreadsheets and take this quiz.Do you have the chops to correctly answer these questions about modern IT asset management, ITAM? Find answers, and links to two Gorilla Guides that may interest you, at bottom.QUESTION 1: What's the average yearly difference between asset compliance costs and non-compliance costs?
$500,000
$2 million
$7 million
$10 million
QUESTION 2: What percentage of office workers create at least one software account that their IT department doesn't know about?
8%
19%
32%
64%
QUESTION 3: Besides the individual software providers, what global organization protects intellectual property from software piracy?
Business Software Alliance
Conseil des Licences Logicielles
Software User Police
Committee for Proper Asset Usage
QUESTION 4: What three business practices are ITAM built around?
Contractual, ROI, Passwords
Contractual, Discovery, Financial
Users, ROI, versioning
Discovery, Financial, Passwords
QUESTION 5: In the ITAM world, automation and orchestration are the same thing.
True
False
QUESTION 6: What are the stages of the IT asset lifecycle?
Query, Deploy, Service, Manage, Retire
Request, Deploy, Service,
Request, Fulfill, Deploy, Reconcile, Service, Retire
No matter how you score, you can always learn more.These two Gorilla Guides offer intermediate level information, best practices, and insights on IT asset management – for software and hardware. Check ‘em out.The Gorilla Guide eBook to Optimizing ITAM for SuccessThe Gorilla Guide eBook to Elevating ITAM with WorkflowANSWERSQ1: B - $10 millionCompliance costs, or those relating to maintaining or meeting compliance standards, cost around $5.47 million for a company, while non-compliance costs -- including fines, business disruption, and losses in productivity and revenue -- cost around $14.82 million.”—CIO Dive, survey of functional IT leadersQ2: D - 64%A recent 1Password survey of 2,119 U.S. adults who work in an office with an IT department revealed that in the past 12 months 64% had created at least one account that their IT department “doesn’t know about.” 52% reported creating between two and five accounts that their IT department doesn’t know about. For 16%, the tally exceeded five accounts.What's in your network? Shadow IT and shadow IoT challenge technology sensibilitiesQ3: A - Business Software AllianceBusiness Software Alliance has made it their business to ensure organizations around the globe do not utilize counterfeit software as well as other explicit and implicit agreements. Moreover, they can inspect most any organization to conduct court-approved audits. Fines and penalties for non-compliance can be enormous and painful, sometimes running into the millions of dollars.Q4: B - Contractual, Discovery, Financial
Contractual. ITAM seeks to accommodate and represent all the various contracts for licenses, hardware maintenance, leases, and services that an organization might undertake, in a coherent and consistent way.
Discovery and inventory. ITAM sniffs out, discovers, and compiles as complete a list as possible of what IT assets it sees in use on an organization’s networks (as well as IT assets that are not on the network and are not assigned to a user—such as new and spare equipment), along with who’s using them, for what purpose, for how long, and so forth.
Financial. ITAM tracks all the financial activities associated with an organization’s IT assets, including their costs of acquisition, licensing, upgrades, maintenance, disposal, and more.
Q5: FalseAutomation generally refers to eliminating a manual process in a single task, such as creating a new user account, whereas orchestration refers to optimally arranging a series of automated tasks in a workflow, such as a new hire workflow.Q6: C - Request, Fulfill, Deploy, Reconcile, Service, RetireRequest: A native ITAM solution can help automate the entire onboarding process for new equipment.Fulfill: ITAM ensures that the right equipment, cloud, hardware and software is purchased (or provisioned) for the employee or datacenter workloads.Deploy: Operations and HR provide the accounts or equipment with proper orchestration with the ITAM system.Reconcile: Proactively managing software audits and true-up costs, while reducing potential legal costs associated with licensing noncompliance.Service: ITAM helps you manage any regular or preventive maintenance that may be required on software, hardware or clouds.Retire: Integrated ITAM and HR processes help to ensure IT assets and user accounts are properly decommissioned and returned for end users or datacenters.
Oracle verifies LIKE.TG as a third-party tool vendor
Updated June 27, 2022LIKE.TG has been verified as a third-party tool vendor for Oracle Database, Oracle Database Options, and Oracle Fusion Middleware. Starting June 2022 in the Now Platform San Diego release (backward-compatible to the Rome release), Oracle’s verification covers both LIKE.TG Discovery and LIKE.TG Software Asset Management (SAM).What this means for youOracle’s verification allows organizations to submit LIKE.TG usage data to Oracle License Management Services (LMS) and Oracle Global Licensing and Advisory Services (GLAS) as an alternative to Oracle measurement tools.Using an Oracle-verified solution such as LIKE.TG can significantly reduce the time, risk, and effort needed to deploy a script in your environment. LIKE.TG SAM provides your effective license position for Oracle and your other software vendors. That means you’ll be able to see your Oracle compliance position and savings opportunities before, during, and after an audit or contractual event.During an audit, LIKE.TG verified discovery exports can be provided to Oracle. In addition, the LIKE.TG SAM Report for Oracle Infrastructure incorporates details on the Oracle database running, the physical servers and virtual machines supporting these databases, and the number of processor cores that must be licensed.The LIKE.TG SAM Report for Oracle Infrastructure is for customer use and can be referenced on demand. Keep in mind a report from any verified vendor does not replace an Oracle license audit or revoke Oracle's contractual right to perform one.
Simplifying Oracle license complianceFrom the Oracle Publisher Pack Dashboard, you can drill into further details, such as which database instances have options turned on but not used. Then, you can take action to optimize costs.LIKE.TG SAM and Discovery are verified tools to discover deployments of Oracle Database, Oracle Database Options and management packs, and Oracle Fusion Middleware. We also provide support per processor and for named user plus license metrics, processor core factor values, partitioning technologies, and agreement types such as unlimited license agreements (ULAs).In addition, LIKE.TG can discover Oracle databases deployed in cloud environments, including Amazon Web Services (AWS), Azure, Google Cloud, IBM Cloud, and VMware Cloud. LIKE.TG can also identify Oracle capabilities in a variety of virtualization technologies, including Microsoft Hyper-V, VMware, IBM Virtualization, Red Hat Virtualization, Nutanix Acropolis, and OpenStack Virtualization.LIKE.TG Discovery works across operating systems as well, including Windows, Solaris, Linux, Mac OS X, HP-UX, and IBM AIX.LIKE.TG IT Asset Management saves customers millions in software, hardware, and cloud costs. With LIKE.TG, you can automate the end-to-end IT lifecycle with workflow. Only LIKE.TG connects departments with a single platform to optimize costs across on-prem and cloud environments.Say goodbye to manual processes and human error from repetitive tasks in siloed tools. Now you can uncover lost assets and purchase sprawl and take action to mitigate compliance exposure.Manage your Oracle license compliance from the same place you manage the rest of IT. We help make ITAM work better for you.
Start off the new year with ITSM
Start off 2021 by learning best practices for easing ITSM implementation in your organization – tune in for these on-demand webinars and hear from LIKE.TG ITSM leaders.Implement ITSM Like a Pro—Modernize your service delivery fast with LIKE.TGFact: The longer you hang onto your legacy ITSM tools, the more your organization risks in terms of productivity loss. Myth: Modernizing is a protracted, painful process that’s likely to break your budget. It’s time to set the record straight.Delivering excellent user experiences, while helping drive down IT costs, hinges upon streamlining your digital transformation initiatives. This includes migrating your legacy on‑prem ITSM solution—transforming your team’s speed, efficiency, and productivity. There are simply too many opportunities left on the table to ignore.You’ll learn best practices for easing ITSM implementation through proven outcomes, regain opportunities missed by not migrating to a cloud solution and learn how not making the switch can greatly increase IT costs over time. See how your time to value will be shorter than you think.Hosted by:Gerald Beaulieu, ITSM, director of product marketingChris Shakespear, ITSM, global practice leaderModernize and automate IT service management like a bossYou want to deliver services that amaze your users, but your IT team is so busy constantly fighting daily fires that it can’t focus on future innovation. Now’s the time to accelerate your digital transformation.Tune in for this on-demand webinar to learn how to boost IT productivity by consolidating fragmented tools and legacy systems into a single system of engagement. Help raise the overall bar for service excellence, so you can modernize IT by consolidating to a single system of engagement, deliver better consumer experiences that make your IT team heroes, automate routine work and gain real-time visibility—empowering a proactive approach.
How human-centered design yields better ITSM experiences
Today’s employees and customers expect modern, frictionless IT service management (ITSM) experiences that incorporate digital workflows. But how do enterprise IT leaders deliver on this expectation? The answer is simple: human-centered IT service management.Human-centered ITSM means incorporating human-centered design to simplify IT technology and make it easy for people to use. It’s not a completely new concept, but it’s more critical today than ever. Here’s why.Creating enterprise IT workflowsEnterprise technology buying decisions are no longer made in isolation by high-level folks who won’t be day-to-day users of those products. Positive reception and adoption of any enterprise tool and workflow by the direct users are now critical.The consumer technology space is a great model. Companies have to compete on user experience as a key factor—particularly the emotional and human element. Take mobile phones, for example. Phone makers have to constantly innovate and compete to retain their customers because, at any given time, those customers can switch to another phone maker.Apple product launches focus on the human element of all the cool things Apple is releasing. The value proposition isn’t pure technical innovation; it’s technical innovation delivered as compelling human experiences.Similarly, the market is changing for enterprise software companies. Cost and business disruption, while certainly not trivial, are continually lessening as barriers to change. Startups proliferate, always touting their user experience as a key differentiator. Enterprise companies know they need to compete on user experience. That’s why at LIKE.TG, we’re always driving to up our game.The human-centered ITSM imperativeOne, perhaps underappreciated, reason why human-centered ITSM is important is retention, plain and simple. People are the most vital asset for any company. They’re your greatest business advantage.If you consider demographics and the workforce today, your employees are used to high-quality experiences in their personal lives, from iPhones to Amazon to Netflix. When they’re forced to use systems and processes at work that feel like the worst, clunky accounting software from before the 2000s, they’ll leave at the first opportunity. You don’t retain the best people when they’re fed up with the systems they have to work with every day.Getting started with human-centered ITSMThere’s a fairly straightforward starting point to put people at the center of your ITSM initiatives. Without bias or defensiveness, ask the people who are really using your systems how those systems are working for them—but don’t ask as their boss, because they'll say the experience is great for fear of offending you or hurting someone’s feelings. Find a way to get honest feedback, such as through an anonymous survey.Then, do ride-alongs to observe key people actually using a system or product. Shadow them and watch a day in their lives. You’ll directly witness all the ways systems aren’t meeting their needs, even if they no longer see it themselves.There are also lots of books that provide good guidance around human-centered design and usability. Don't Make Me Think by Steve Krug offers some great ways to assess how easy your system is to understand and use.This exercise isn’t just for user experience professionals, by the way. A lot of IT folks don't know they're already doing human-centered design, but they are. An IT manager who thinks about fixing a process that doesn’t work for people because it doesn’t deliver the information they need in the way they need it, well, that’s human-centered design. The manager is putting humans first and making sure everything works for them.The next evolution: Human-scale designWe think a lot about human-scale design. It’s where we look at how to simplify amazing but complicated technology that may have been science fiction 30 years ago. There’s immense complexity and scale to modern systems that are often beyond human ability to directly comprehend.So, how do we scale these systems to the human level? How do we abstract, distill, and harness their power so people can know exactly what’s going on and provide ways for them to direct and use that power?One way is through artificial intelligence (AI). For example, LIKE.TG ITSM Professional has an amazing new feature called Predictive Intelligence Workbench that uses AI to successfully deflect service tickets. We focus on showing the outcomes and how to tailor the outcomes rather than all the technical details of the AI itself.We also consider the ethics of AI. There are issues of privacy, consent, bias, and empowerment. AI is not meant to replace people. We find ways for it to empower and elevate people.Human-centered ITSM is all about people. That’s why we’re always thinking, “How do we automate the mundane to free people to do the more meaningful, higher-value stuff?”Learn more about human-centered ITSM in our ebook, “The human experience of IT service management.”You can also register for our April 7, 2021, LIKE.TG webinar about human-centered IT service management.
Workflow Quarterly: The business agility imperative
Businesses need maximum agility to survive these trying times. The Agility Issue of Workflow Quarterly is packed with insights to help your company power through the pandemic and emerge stronger on the other side.The issue presents new research by ESI ThoughtLab and LIKE.TG on how the pandemic has affected business agility in enterprises around the world. The business leaders we surveyed reported agility boosts in the following areas:
Data management and security: up 27%
IT support and services: up 26%
Sales, marketing, and channel management: up 24%
IT architecture, platforms, and systems: up 21%
A closer lookThe new issue features a powerful essay on the hybrid future of work by LIKE.TG Chief Financial Officer Gina Mastantuono, along with a five-step plan to help organizations build an effective hybrid workforce.“Business leaders need to rethink old assumptions about what drives productivity and how work should get done,” she asserts.We also present a QA with Stanford economist Nicholas Bloom, whose groundbreaking research shows that remote workers are often more productive.CJ Desai, our chief product officer, explains how digital workflows can solve vaccine delivery’s “last mile” problem. Dan Tynan, former editor-in-chief of Yahoo Tech and a regular Workflow contributor, examines the return on investment of artificial intelligence and automation.In addition, the issue features an exclusive interview with famed economist Erik Brynjolfsson, a senior fellow at the Stanford Institute for Human-Centered AI. Brynjolffson predicts a “winner take most” effect where a few firms will dominate the adoption of AI and other emerging technologies and see the biggest market gains from those technologies.We hope you enjoy the Agility Issue. If you'd like regular insights on emerging tech and business delivered to your inbox, subscribe to the Workflow newsletter.
How ITOM visibility delivers peace of mind
The check engine light on a vehicle warns the driver when something under the hood needs attention. Wouldn’t it be nice if every organization had a similar flashing indicator to let them know when their Transport Layer Security (TLS) certificate is about to expire? Unfortunately, reality isn’t that simple.We tend to deal with the day-to-day maintenance of our vehicle in different ways. With family and friends, for example, there seem to be three general personality types:
Meticulous – the people who read the manual for fun and diligently schedule maintenance based on manufacturer recommendation
Pragmatist – those who don’t think about maintenance much but will grudgingly take the vehicle in for service if the check engine light turns red
Gullible Optimist – the people who think things will magically fix themselves—if the check engine light comes on, it’s probably an error or not that important, so they wait in hopes that it might turn off
The problems with a reactive approachSecurity certificate management is very similar. You know you should be proactive and ahead of the curve to minimize the risk, but there are always reasons not to:
“I’m too busy.”
“Someone less senior should handle it because it’s grunt work.”
“I hate spreadsheets and can’t set up a pivot table to save my life.”
“There are so many different data sources that I don’t know where to look or which one is accurate.”
“We’ve had expired certificates before, and it’s never caused a problem yet.”
For the Gullible Optimist driver, this approach could lead to waiting for a tow truck at 3 am in the middle of nowhere. For the IT staff who follow the same foolhardy belief, this attitude could result in service outages and data breaches that cause reputational damage and financial loss. Add in the risk of loss of continued employment, and being an IT Gullible Optimist becomes a dangerous position to be in.Better IT operations managementLIKE.TG can help take the grunt work and tedious processes out of your daily security certificate management. With IT Operations Management—specifically ITOM Visibility—you receive the Certificate Inventory and Management feature that allows you to automatically discover, take inventory of, and proactively manage all of your TLS certificates.If a certificate is nearing expiration, you’ll be notified. But gaining insight into an expired or soon-to-expire certificate isn’t the most important benefit. The biggest advantage is the automatic creation of a certificate task via IT workflows to renew the expiring certificate or to create an incident for an already expired certificate.This certificate management automation delivers three key benefits:
The company faces less risk of service outage and data breach collateral damage by eliminating a common security risk.
Customers are less likely to have a bad experience and are at less risk of end-user security vulnerabilities.
Security professionals are freed from manual, tedious, and cumbersome processes for tracking and managing a large volume of certificates.
If you want to continue to hope expired certificates won’t cause a problem at your organization, you’re welcome to remain a Gullible Optimist. But, if you want to get ahead of the curve and minimize security challenges with less effort and time, discover how LIKE.TG ITOM Visibility can help.Need the basics? Check out “AIOps Visibility for Dummies, LIKE.TG Special Edition.”
Human-centered IT service management: The next great differentiator
Positive employee and customer experiences are critical to business growth and digital transformation success. But, such experiences require revamping how organizations structure, deliver, and measure IT services. That’s why human-centered IT service management is growing in popularity for companies that want to innovate IT and gain a competitive advantage.Here are some insights for IT leaders who may be hesitant to take the leap into human-centered ITSM.What is human-centered IT service management?Human-centered ITSM is about putting technology in the service of humans. Traditionally, IT departments worked by implementing and deploying technology because IT liked it—not because people wanted it or needed it. In fact, they may have needed it or wanted it, but no one asked them.Now, technology absolutely has to be in the service of these people, not the other way around. This is where automation comes in—automating all the mundane, repeatable, error-prone tasks that, frankly, no one wants to do anyway.The next great differentiator for enterprisesGenerally, IT technology processes have been in place to enable and protect IT—not to enhance the business. Now, IT service management can provide competitive advantage when it’s focused not on stifling business innovation, but on becoming the enabler, allowing people to work seamlessly and frictionlessly.For example, the change management process used to be very structured and slow, but now the idea is for people to collaborate in real time, always on, whenever they want. What we’re doing at LIKE.TG is putting people at the heart of every process. We’re allowing the data to do the things and automate the things in the background that would traditionally be handled by people.We’re living in a pandemic world. We’re doing stuff faster. Things have to change more quickly than ever before. We have to be more agile. We’re allowing people to share and collaborate and become an integral part of the process, without calling it an IT process. Enterprise IT leaders need to move toward thinking about how people interact with things and to speak to people constantly. It’s not really a technology conversation anymore.Prioritizing human-centered ITSMEmbracing human-centered ITSM isn’t actually about technology at all. ITSM technology alone won’t transform a business. What it will do is protect and mitigate some risk and add a bit of engagement to customer care. Processes within IT service management must broaden and become enterprise-wide to provide the services the business needs.It’s imperative that IT processes work the way people expect them to. Better processes are connected processes. Better processes are also simpler processes that take less time to interact with. The real differentiator is to have processes that allow people to get on with their tasks and work the best way possible—while still having processes that govern your business and are auditable.The key to human-centered ITSMTrust is currently an obstacle to adoption. In the past, IT departments haven’t been trusted because they often stifled business innovation or simply said no. They put up barriers because technology hadn’t been tested, and IT team members weren’t convinced solutions worked.But, as IT teams elevate away from just being IT shops, they become the enablers and trusted advisers to the business. Think about how the CIO doesn’t just look out for service anymore. The CIO’s job includes negotiating, managing business relationships, managing vendors, and providing great experiences for all.Similarly, IT has to change the way it does things and build trust quickly. Too often today, human resources, marketing, and other teams buy services without IT knowing about it. That’s not healthy for large organizations. Trust comes through transparency, openness, and communication.Learn more about human-centered ITSM in our ebook, “The human experience of IT service management.”Register for the April 7, 2021, LIKE.TG webinar about human-centered IT service management.
Race to Automation with the right ITSM
At LIKE.TG, ITSM is like a favorite sports car we’ve tuned and optimized over the years into a precision machine that can keep pace with the speed of technological and business innovation. But to keep ITSM operating at its full potential requires constant maintenance, modifications, and grit.More recently, we’ve realized that ensuring continued ITSM performance requires automation and developing enterprise solution connections.Automating routine maintenanceAs we considered where to begin the ITSM automation journey, we focused on tasks that can yield real benefits for routine, back-end IT service management processes.Everyone loves the glitz and glamour of a finely tuned front end, and LIKE.TG does a great job delivering exceptional front-end experiences for customers through products such as Virtual Agent , Now Mobile , and Service Portal . But the work to ensure those parts work smoothly in the back end is often less stylish, and a lot of companies are still using manual processes.Manually keying in the back end of a common request, such as a password reset, requires service delivery teams to spend time completing mundane, repetitive tasks instead of investing in more interesting, higher-value work that would deliver a more satisfying experience to the customer.Specialized tools for your engineLIKE.TG IntegrationHub and LIKE.TG Flow Designer are exceptional tools that allow teams to fix, modify, and build precisely what an organization needs from ITSM. Created to enable IT to eliminate the need for manual intervention and drive end-to-end automation, IntegrationHub and Flow Designer are accessible for team members of all skill levels.Add in the powerful Now Platform and you have a foundation in which everyone from professional developers to part-time mechanics can work as a team to deliver workflow apps quickly. Paired with IntegrationHub and Flow Designer, your ITSM team can create custom, end-to-end automation that far outperforms out-of-the-box tools. Such flexibility allows you to create the right experiences and a better work process, with one platform, architecture, and data model.To learn more about how IntegrationHub and Flow Designer can boost your team’s performance, check out our ebook, “ITSM: Beyond Out of the Box.”
The evolving role of the CIO: Shaping the future of work
The role of the chief information officer (CIO) continues to evolve in response to an always-changing business environment.Through its unique position among the C-suite, the CIO is a strategic adviser who has historically been a highly influential and prominent figure for important decision-making across the enterprise. Although that’s continued throughout the pandemic with CIOs offering their growing expertise, the responsibilities of the CIO have shifted to meet new and dynamic demands of the business.Supporting digital transformationIn our fifth episode of the Canadian Leadership Exchange, we spoke with Maria Churchill, partner and CIO at Deloitte Canada, to learn about the evolving role of the CIO.Churchill shared how her efforts at Deloitte have facilitated the successful planning and execution of digital transformation strategies at scale. Her work is shaping a reimagined workplace in Canada by:
Identifying long-term growth opportunities
Measuring organizational impact
Leveraging technology
One of the biggest shifts in the CIO’s role Churchill discusses has been in instigating change and accelerating transformation in a future-focused and innovative manner. As a key driving force for implementing digitized solutions, the CIO is at the center of reimagining technology in the enterprise.By enabling enterprises to integrate this technology effectively beyond current conventions, the CIO plays an essential part in continuing to bridge the gap between physical and digital worlds.Reimagining the world of workHigh-profile cyber incidents occurred at many Canadian organizations over the last year. Operational metrics have proven valuable to CIOs in their efforts to build confidence around security protocols. Measurement remains a key priority when driving future business performance. This data has been vital in building the case for accelerated investment in highly innovative solutions that are beneficial for businesses and customers alike.Deloitte has approached both pandemic recovery and growth strategy with a focus on reevaluating market conditions and examining the employee experience. This has enabled the company to adapt accordingly in real time and deploy tactical technologies to:
Maximize buy-in.
Strengthen end-to-end value across multiple timelines.
Maintain trust within the ecosystem of partners.
Watch the video to learn more about the evolving role of the CIO and how these trailblazers of the C-suite are contributing to the success of digital transformation efforts:
LIKE.TG partners with Intel, Volteo to provide EaaS, Edge to Service Solutions
Data is at the heart of every business today. But if we don’t understand the data or if the data isn’t accessible, it doesn’t do us much good. More important than the data itself is having the right data in the hands of the right people who can execute at the right time.This need has given rise to edge computing, which helps businesses glean insights from data by processing it as close to the source as possible. Here’s how it works: A local Internet of Things (IoT) device collects data and then analyzes it before transferring results to the cloud. Think of it as IoT data analysis in real time.In order to fully capitalize on the business value of this data, edge intelligence must be delivered through an edge enablement infrastructure and transformed by a workflow engine.At LIKE.TG, we make work, work better for people. We’re excited to announce a partnership with Intel and Volteo that helps fulfill that mission by enabling edge-to-service and Edge-as-a-Service (EaaS) capabilities.IoT meets workflowOur partnership leverages Intel’s breadth in the edge device market and our experience with managing and orchestrating complex workflows. Intel makes the end-to-end compute, network, and storage devices. LIKE.TG provides the platform to run business service lifecycle workflows, as well as seamless and secure enterprise digital solutions, through our Operational Technology and Service Management capabilities.Volteo, an Intel IoT solutions alliance partner and a LIKE.TG strategic technology partner, bridges the gap with functionality built on the Now Platform® that capitalizes on Intel's AI/Visual Computing enablement. Volteo also uses LIKE.TG® workflows to create design patterns tailored to industry verticals.Our partnership enables edge-to-service outcomes for the whole enterprise. These outcomes include connected value chains as well as internal shared services. The former involves keeping line-of-business systems running efficiently while enriching them to provide additional revenue. The latter is about making sure all the devices are functioning properly and understanding how everything continues to work from an IT perspective.Common industry use cases include:
Smart cities (infrastructure)
Plant floor break/fix (manufacturing)
Pipeline management (oil gas)
Medical systems and device management (healthcare)
Store management for improved customer experience (retail).
We’re also seeing the emergence of scalable solutions—like improved camera vision recognition systems that leverage AI—in multiple sectors, including retail security management, health and safety, facility management, mobile citizenry and beyond.How customers will benefitThis partnership provides a truly end-to-end solution for our joint customers, allowing them to manage and care for their edge devices in real time. With native ingestion of edge data, they can make better decisions and provide new, market-leading services for their own customers and employees. LIKE.TG, Intel and Volteo are redefining action and the new last mile in connected use cases, facilitating seamless execution and driving measurable business results.Our partnership empowers and enriches workflows with real-time information that helps detect and correct problems as they happen, so that each item gets to where it needs to go on time, every time.For example, a telecom enterprise might use 5G connectivity to manage a port where goods are being moved from a ship to trains and trucks. In this case, Intel edge devices would monitor refrigeration, humidity, and other environmental factors and relay that information via Volteo into LIKE.TG Connected Operations, IT Operations Management (ITOM), or IntegrationHub solutions.In retail, an Intel edge device could pick up a GPS signal from a customer’s opted-in phone app to relay the nearest store location to the phone. The company could also use the app to notify customers about a location-specific deal for that day. This can all be achieved by leveraging Volteo’s designs through LIKE.TG workflows.Transformation through innovationWorldwide, enterprises are digitally transforming through business model innovation, process automation, cloud adoption, and work-from-anywhere solutions. LIKE.TG addresses the C-suite priorities of optimizing business processes and workflows, attracting and retaining talent, and pursuing top- and bottom-line growth.We are excited to enable your organization’s evolution with our edge-to-service partnership solution!
Using automation and IT workflows to tackle complex challenges
Technology teams have long sought to innovate more quickly to deliver better experiences to employees and customers. These teams often have to tab between hundreds of tools to make it happen, slowing progress and increasing risk, complexity, and cost.This complexity has the downstream effect of negatively impacting employee and customer experience due to manual processes, information silos, and disconnections.At LIKE.TG, we've created a digital enterprise fabric that enables teams to seamlessly integrate these third-party products on the Now Platform®. Tech teams can now deliver great experiences across the different stages of their software factory. Let's explore some ways organizations are leveraging automation and IT workflows to achieve stellar results.Automating and optimizing IT service operationsWhen South America’s largest bank, Itaú Unibanco, wanted to improve experiences for its employees, it picked LIKE.TG® ITSM. In only seven months, the bank enabled IT self-service to employees through a Virtual Agent that has 46,000 built-in conversations and is integrated directly into Microsoft Teams to meet employees where they work.The bank has been able to deactivate more than 10 tools in the process, helping its Net Promoter Score shoot up 90 points in only three months.The state of Kansas Office of Information Technology Services also made great use of automated workflows. When its chief operating officer pivoted toward the Now Platform, the team improved processes dramatically and quickly got through its backlog of 12,000 open support requests, some of which were more than a year old. Now they’re able to address issues in near real time.As with many LIKE.TG customers, this wasn’t the only outcome the state’s IT services office achieved. Concurrently, it streamlined its employee onboarding process, drastically reducing the number of forms and time required so that new employees can have a great experience from the outset and be productive sooner.Preventing issues and automating resolutionsAs IT teams enlist machines to help them resolve issues, they can get an influx of incidents with no clear priority or correlation between them. When faced with this dilemma, Canadian insurance company SGI moved to Microsoft Azure to support its application development team.The company integrated LIKE.TG® Site Reliability Operations with its Azure alerts to notify teams immediately when a problem occurs with an app. This enables the developers to fix the issue before customers are impacted.Site Reliability Operations assigns incidents with the correct priority levels and suppresses the noise of multiple alerts and incidents posted for the same event. Overall, the integration yielded more relevant alerts, and the team was able to improve incident response times.Reducing hardware, software, and cloud costsAs software proliferates, lack of visibility into usage can be costly, and asset inventory can be manual and error-prone. LIKE.TG® IT Asset Management (ITAM) automates the lifecycle of IT assets, providing visibility into software licenses, hardware costs, cloud resources, and IT compliance. That saves money, lowers risk, and drives efficiency.Global professional services company Accenture used the Now Platform to establish a large-scale management solution for more than 54 million assets across 51 locations. It went from disjointed, redundant processes and point products to a single enterprise solution and a global process based on one platform. That transition reduced the time it takes to register an asset by 40% and the time spent performing audits by 60%.Learn more about how your organization can better meet IT service expectations in our IT Workflows Book of Knowledge.