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The Past and Future of IT Service Management

I’ve been involved in IT service management (ITSM) since the 1970’s, and I’ve seen many changes since then. Here’s my summary of where ITSM...

ITSM

How to Successfully Create an ITSM Roadmap

In business, teams (and the people within them) will usually start projects, programs, and improvement initiatives with some initial high-level objectives that focus on...

Better Configuration Management: CMDB Data Visualization for Free

I’ve always been a visual person, so initially I really wondered whether configuration management was for me. When I first started with it, it...

SERVICE DESK

You Need to Manage What You Cannot Measure in the IT...

An IT service desk is successful if it creates value for its customers. Unfortunately, it’s practically impossible to measure the value created (by the...

Is Your IT Support Chatbot’s Weakest Link Your People?

There continues to be a lot of IT service management (ITSM) industry buzz around artificial intelligence (AI), and rightly so – it’s an opportunity...

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