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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
Will Knowledge Management Make IT Professionals Redundant?
Knowledge management, automation, and artificial intelligence (AI) promise to make everyone in the organization technical experts, creating an ultra-smart, efficient business. But will the knowledge...
The Key Whys and Whats of SIAM
While service integration and management (SIAM) is nearly ten years old, it has yet to reach a high level of mainstream understanding and adoption....
SERVICE DESK
10 Tips for IT-Support Chat Success
In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, including that both are relatively new access and...
IT Service Desk Life in 2017
The findings of the Sunrise Mobile & Summer Survey are in and make for some interesting reading – validation of many things we thought were happening, but also other...
