Part 4: What an AV-Driven Interpretation of ITIL/ITSM Will Bring Us

September 21, 2020

How an “AVSM” mindset can supercharge growth in the AV industry. In the last few articles, I talked (ranted) about the gap between the AV world and our customers. This gap has been the source of misunderstanding, poor experiences and lack of relevance at the big kids’ table. I recently saw an article discussing how […]

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Part 3: ITIL, ITSM and AV — The Benefits of Benchmarking

July 15, 2020

In the last article, we discussed how adopting ITIL methodology can fundamentally change how we align our products and services to meet customer needs. As the AV industry continues to grow and evolve, we need to ensure that we find better ways to execute and continuously improve outcomes. The fundamental ideas behind ITIL are about […]

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ITIL, ITSM and the Challenge Confronting the AV World

May 11, 2020

I want to preface this column by saying, first, that this is intended as a call to action. It is to suggest new strategic initiatives that can transform how we do things. This article has nothing to do with products; it has nothing to do with how we design systems. It’s about processes and a […]

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The ITSM Architecture

December 19, 2019

This is part three of a four-part series from Christopher Gillespie. Read his introduction here and his piece on the AV bill of materials here. Years ago, maintaining and reporting on the inventory was a matter of many spreadsheets, maybe a home-baked database, perhaps it was some hybrid, or maybe it was Crestron Fusion or […]

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