Focusing on the “Why”

Honing in on the “why” we are doing something is the most important aspect.

If we know the business drivers, it is much easier to identify the best solution.

Far too often, a solution is implemented poorly because it is focused on the “what” without realizing the “what” and the “how” are only acceptable when aligned with the “why”.

For example, building out an Asset Management program was easier once I knew the drivers (“why”) were a failed audit and a desire to save money.

Another example is understanding the “why” of continual improvement so we can prioritize improvement opportunities.

Bottom line: there should be a direct link between the business drivers and the desired outcomes. Those desired outcomes should be the deliverables.

Helping Others

This Monday, remember that we each are “drinking from wells we did not dig” in our professional lives.

Consider the wells you can dig today that will help others in the future.

Someone must “dig those wells”.

I believe strongly in this concept.

Knowledge Management

I often talk about Knowledge Management.

I do so because so few do and it has TWO key benefits:

1. Experience – The majority of the workforce prefers looking up the answer in a quality knowledge base than calling the service desk.

2. Cost Savings – Knowledge articles are cheaper to create and keep current/relevant/accurate than service desk agents.

Every organization should be INVESTING in their Knowledge Management.

If your organization needs help in this or another Service Management or Asset Management area, let me know. Service Management Leadership would love to help.

Software Asset Management

The Flexera 2022 State of ITAM Report had several great nuggets, including:

Barely one-third feel that SAM functions at an advanced level. While SAM processes have been defined for more than a decade, only one-third (34 percent) of respondents feel their SAM processes are functioning at an advanced level, where they’re proactively optimizing the use of software licenses.

Thirty percent of organizations are at the beginner stage of maturity, where they’re just getting started with SAM and employing an ad hoc approach to discovery and audit.

Thirty-six percent are in the intermediate phase, where they’ve implemented ongoing tracking of software use and license positions, a precursor for optimization activities.
This is unsurprising. Most organizations struggle with the Asset Management processes. If your organization needs help saving money and reducing risk, contact me today.

Service Management Leadership can help your organization save money that should be going to provide innovative outcomes.


Have you ever noticed the relationship between integrity and accountability.

This thought started yesterday as I was reflecting on the people who I revere as great leaders.

For leaders, you cannot have one without the other. Integrity cannot exist without accountability. Neither can accountability be present without integrity.

These two qualities bring transparency into all relationships. In today’s world of collaboration, it’s all about relationships.

In this time of employment turmoil, great leaders are needed.