Operations Improvement

ITSM Analytics Offering Landscape

Jaime Gacitua

CKM Customer Journey: Fixing a Broken $100M+ Automation Program

CKM Analytix

Service Level Agreements: Creating Separation Between a Rock and a Hard Place

Evan Thorne

Why Automation Projects Fail
(And How to Fix It)

Nicholas Hartman

4 Cases of Tangible Business Impact for ACME’s Service Desk Operations

Joe Malone, Nicholas Hartman, Brian Seidman, Jaime Gacitua

Data to Business Impact in 5-10 Days

Joe Malone

Process mining lets you ‘see’ what’s actually happening across operations

CKM Analytix

Early Lessons in Operations from COVID-19

Pierre Buhler

Beware of the Watermelon

Nicholas Hartman

A bathtub can teach us a lot about good operations

Nicholas Hartman