For over 20 years, one question keeps resurfacing: How do we secure buy-in from senior management for our ITSM initiatives ? It’s a challenge that never seems to fade. Like any good mystery, just when you think you have it solved, a new player enters the scene and changes the game. In February 2024, we were delighted to have David Cannon and Ken Jarvis present our monthly webinar, on the topic Getting and Keeping Executive Buy-in for your ITSM Program . I personally find it difficult to revisit all the audio content on my wishlist, so I appreciate it when I can read a concise summary - like CliffsNotes for Webinar. Or in this case, LisaNotes, as I am building on some of the ideas presented. In prepping for the webinar, Donna Knapp postulated, "Are we even asking the right question? Should we be asking instead, What will make executives care about ITSM ?" As Dr. Lanning says in the movie I, Robot, "That, detective, is the right question". The Top Challenge:
By Donna Knapp and Michael Cardinal Even prior to the First Industrial Revolution, someone who made their living as a stagecoach driver couldn't possibly imagine that one day people would use an app to arrange an Uber that could take them to the airport where they could get on a plane and fly across the world in a matter of hours. All that history is understood in hindsight, as is the case with any industrial revolution. Fast forward to today. We are in the throes of the Fourth Industrial Revolution and there is massive speculation about the impact of advancements such as artificial intelligence (AI). It’s tempting to think that the problems and challenges that organizations and individuals are currently facing are unique. In reality, as we explore in ‘What Would Deming Do’ , the past provides valuable lessons that we can use to navigate the present and leverage as guidance for the future. What history teaches us is that industrial revolutions have a lot in commo