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We’re an independent IT service management website – home of best practice, high-quality, and freely-available ITSM content written by practitioners, consultants, trainers, tool vendors, and industry analysts. All created to make your ITSM and business outcomes better.

Selling the Opportunity of Enterprise Service Management to Your Organization

Posted by David Wright
on October 20, 2021

Struggling to get started – or see success – with enterprise service management? This article will help, by sharing data and good practices related to what others are doing such that the potential of enterprise service management can be best articulated, and then delivered, to other business functions.

Story Points – an Agile Invention from Hell or a Useful Tool?

Posted by Linda Frost
on October 13, 2021

This article looks at how story points are used across organizations, with advice on their best application in respect of two common hindrances in the proper application of story points in agile teams.

The State of IT Self-Service in 2021

Posted by Stephen Mann
on October 6, 2021

This article presents some of the key survey findings of our State of IT Self-Service in 2021 report, including how only one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved.