How IT Can Lead Employee-Focused Service Management Strategy

Happy employees

We need to rethink the service delivery process and shift our mindsets as service providers away from that of closing tickets (submitted by end users) to instead prioritizing the needs of employees first! But how do you successfully do this? Here you’ll find five tips to get you started.

Changing ITSM – Let’s Talk Customers, AI, and Mental Health

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In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.

The 10 Best Office Automation Tools for IT Managers

Automation tools

Being an IT Manager is a big role with a lot of pressure, but it’s easier with tools that help you automate your tasks. Here Ben Lang lists 10 office automation tools that make it easier for IT managers to keep their offices running smoothly – and make the entire company more productive.

The Top 10 People Issues of ITSM (and the ABC of IT)

ABC of service management

Best practice adoption failure is often blamed on tools and processes, but in reality these failures are actually caused by people issues. It’s not just limited to best practice though, here Paul Wilkinson looks at the top ten people-related barriers to ITSM success.

Change Management: Creating a “Brutally Efficient” CAB

CAB

A successful Change Advisory Board (CAB) is a disciplined one! Looking at attendance, process, and other governance aspects, Jan Vromant suggests a set of rules to follow for success that will enable you to transform your CAB into a BECAB – or “brutally efficient” CAB.

4 Steps Towards a Great Service Catalog

4 steps service catalog

This article offers up a quick guide to service catalog success – from getting started, to measuring quality, from checking whether you’re providing services that meet your customers’ needs, to improving your service catalog by matching it to your customer journeys. Get the lowdown here.

How ITSM is Moving Beyond IT to ESM and Greater Business Value

ESM and ITSM construction

In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.

5 Simple “Don’ts” for Handling Customer Complaints

Bad restaurant service

Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.

ITSM Issues: the Combination of Bad Management and Incompetent Advice?

Toxic IT Manager

Bad consultants, new fads, poor “best practice”, incompetent research, bad managers, and toxic consulting… Here Aales Roos looks at whether your attempts to improve your organization’s IT service delivery and support capabilities are failing because of all of the above.