ESM
11 articles on ESM, newest first.
AI Job Cuts and the Unfilled Role: Where Should Freed Capacity Go?
Barclays' AI-assisted job cuts and a quieter freeze on junior hiring raise one leadership question: when AI frees capacity, who decides where it goes before the spreadsheet decides for you?
AI and Middle Managers: Who Checks the Work When the Middle Thins?
New Conference Board research shows managers are being asked to check a flood of AI output just as many organisations expect to need fewer of them. What it means for leaders, and the toolkit tools that help.
The AI confidence gap: why UK leaders and their teams see different futures
New Microsoft research finds 84% of UK leaders are confident about Britain's AI future but only 41% of employees agree. Here is what that gap means for leaders, and four practical ways to close it.
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You Cannot AI What You Cannot See
Every university leader is under pressure to show what artificial intelligence will do for the institution. Here is an uncomfortable truth that a recent value stream mapping workshop surfaced, and it has nothing to do with the cleverness…
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Seven People, Seven Different Ways: Why a Map Is Not Enough
A consultant walks into a council housing repairs contact centre. Seven people take calls all day. My roof is leaking, my door is jammed, my toilet is blocked. He asks the manager to describe the procedure for handling these calls. The m…
“I just need to know”: why consistency beats speed
Her words, recorded in The Journey to Service Excellence, belong above every service desk in higher education: “I don't care whether it's one week or three weeks, I just need to know so that I can provide enough notice to be able to plan…
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The freezer, the certificate and the one person who knows
Carriers in eleven countries were affected the same day. Nobody knew it was a single point of failure. Nobody knew it was about to expire. The compensation Ericsson was believed to have paid O2 alone was in the order of £100 million.
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“We are brilliant in a crisis” is not the compliment you think
It sounds rude. It is actually the most useful sentence in the book, and it applies to every hard-pressed IT and Estates team in higher education.
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Every dashboard is green. The lab is cold and the portal is down.
In The Journey to Service Excellence, John Sansbury tells a story that captures it. His brother and sister-in-law queued for over an hour for a cross-Channel ferry that was visibly docked and due to sail in fifteen minutes. No announceme…
Your Organisation Chart Is Quietly Working Against Your Customers
Look at your organisation chart. Every box is a capability. Applications. Infrastructure. HR. Finance. Estates. Now ask where on that chart your customer's experience lives.
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Extending service management beyond IT
Enterprise service management, or ESM, applies service management principles beyond the IT department. HR onboarding, facilities requests and finance approvals are all services with requesters, providers and service levels.