Why is Software Asset Management So Easy?

What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.

Artificial Intelligence and ITSM: The Rise of the Future Is Upon Us

What can Artificial Intelligence really do for ITSM? Where are we at with it, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how Artificial Intelligence and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.

ITSM and Knowledge Management – Current Success Levels

What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.

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Service Desk Articles

The Current Status and Perspectives of the IT Service Desk
This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.
How to Measure Service Desk Value
In this article, Aale Roos shares practical examples of how to best measure IT service desk value – and it doesn’t involve activity metrics such as availability and/or MTTR.
10 Automation & AI Tips for Working Smarter on the IT Service Desk
Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.

ITSM Articles

ITSM and Knowledge Management – Current Success Levels
What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.
18 Benefits of Knowledge Management for the IT Service Desk
Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and...
Four Things That Ensure “Fit for Use”
In IT it’s important to remember that while a solution may be technically-sound and “fit for purpose,” value cannot be realized if those solutions are not also “fit for use.” Here Doug Tedder shares his advice on how to ensure...