Author: Hari Krishnan

VeriSM – Service Management for the Digital Age Service management plays a leading role in digital transformation. Digital transformation looks outward; with a hyper-focus on the consumer experience. Service management can help shift the mindset from ’inside-out’ to ’outside-in’ by developing effective, transparent principles that help deliver services that are valuable to the customer. All organizational capabilities must understand: – How does […]

Challenges in Automation for Service Integrators

Service Automation challenges for IT Service Integrators

Service Automation challenges for IT Service Integrators Managed-Service providers struggle to show value for the cost spent in Automation efforts. Business Performance Innovation (BPI) Network survey reported that 82% of IT professionals spend over half their time on emergencies and maintenance, while 17% estimated they spend more than 90% on mundane tasks. Automation is not [...]
Self in Self-Service Generation 2

Understanding “Self” in Self-Service Generation for Service Automation

Understanding "Self" in Self-Service Generation for Service Automation   Banks are being challenged to bridge the gap between the services offered by them and user-experience & convenience expected by the current generation of users. Amazing FinTech startups have emerged to connect the dots between the banks and the so-called Self-Service generation. Traditional Banks have been [...]


Join us @ Service Desk SITS insight 2018   Is BRM the key to unlock ITSM value? Can we confidently state that ITSM is consistently delivering business value? Suresh shares practical case studies on how Business Relationship Management is being used to deliver tangible business outcomes. The session also looks at the changing role and […]

design thinking

Design Thinking and Corporate Creativity

Here’s a common occurrence in companies today: management declares that innovation is a priority and seemingly in an instant, armies of consultants with elaborate, graphics-filled presentations are building models and plans that describe how the company will innovate. An “innovation team” is formed, and a few small projects are run to demonstrate the potential of this new initiative. Everyone […]