When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.
Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?
Following his recent “Ask the Expert” webinar, industry authority Daniel Breston pens the answers to over 20 pressing ITSM and DevOps questions asked by IT Practitioners.
One of the issues with ITIL is not ITIL itself, but how others inappropriately elevate it to a religious level. Can Steve Jobs save us?
What’s the point of virtual assistants like Alex for the IT service desk? And how can we make use of the technology to improve service desk efficiency? Let’s take a look.
If the goal of your organization is to provide the right IT/business services to your customers, whether internal or external, service portfolio management is a vital step towards meeting governance requirements and delivering value.
Instead of IT being a business support function, IT is needed as an innovation engine within the company – this means that CIOs must find ways to promote and institutionalize innovation. Design thinking can be one of the ways to do that.
This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.