Author: Andrew Pryor

Marcelo De Santis Interview

The Global CIO Series: Marcelo De Santis

In our first Global CIO Series, Jim DuBois interviews the brilliant Marcelo De Santis, Global CIO for Pirelli. Marcelo has had a fascinating and exciting opening 12 months at Pirelli...

The IT Service Management Survey 2017

This is the second year of this survey and its encouraging to see that the results, views and outcomes for Service Management are generally holding up. 89% of respondents see ITSM as a value add to their business – mostly in support of customer experience (35%) and service quality (48%). Supporting the management of risk (5%) and innovation (6%) are both emerging as objectives from ITSM although still in generally at a low level. The big challenge remains in how to quantify this value in business terms – there is still the direct correlation between the successful presentation of business-focussed metrics and outcomes, and the extent to which the IT organisation is perceived to be delivering value.

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