At the start of 2018, we asked readers to vote on the content topics they would like to see written for ITSM.tools. With the option to select five of 25 options in a very quick poll. Now as we enter in 2019, we want to do the same thing – but this time we’ve added a few more choices: chatbots, employee experience, ISO/IEC 20000 and ITIL 4 (given that these have both undergone revisions), value demonstration, and wellbeing. Of course, there could be other things that you want help with in 2019 – it’s why we’ve the “Other” option at the bottom of the poll.

So please take our poll below (you can select up to five options) and then read on to find out more about a year in the life of ITSM.tools’ content and readership.

If for any reason you cannot view the poll below, please complete it here:

https://www.surveymonkey.co.uk/r/GSCZCKT

Please Take The Poll

Create your own user feedback survey

Poll Results

Once we close the poll, we’ll share the results by way of – you’ve guessed it – an ITSM.tools article. As an example of how we do this, this is the one I created at the start of 2018 – The 5 Hottest ITSM Trends and Topics for 2018 – when the top reader selections were:

  1. Automation
  2. AI
  3. Digital transformation
  4. ITSM "advanced" and CX (in joint 4th)
  5. DevOps, ITIL, metrics, and self-service (in joint 5th – or 6th – depending on how you look at rankings)

I’m hoping to repeat this in 2019 if we get enough results.

A Look Back At 2018

In addition to the above poll responses, we’ll also be utilizing the data we collected from the content written across 2016, 2017, and 2018 to help drive our 2019 topics. As such, you might be interested to know what our top twenty most-read articles written and published in 2018 so far were:

  1. The 5 Hottest ITSM Trends and Topics for 2018 – Sophie Danby
  2. ITIL Service Portfolio Management and Its Benefits Explained – Stephen Watts
  3. Why Transition ITSM to Modern Service Management? – John Clark and Kathleen Wilson
  4. Check Out These 20 Unsung ITSM “Social Influencers” – Stephen Mann
  5. What Exactly Are XLAs and How Do You Use Them? – Hannah Price
  6. Getting Your Service Desk Metrics and Measurement Right – Stuart Rance
  7. How to Adopt a Light Version of ITIL’s Change Advisory Board – Ricardo Lima Neves
  8. Modernize ITSM: Transform Digitally and Move from Being Costly to Valued – John Clark and Kathleen Wilson
  9. The Current State and Future of ITSM and ITIL in North America – Troy DuMoulin
  10. Is the ITSM Industry About to See Even More Tool Churn? – Stephen Mann
  11. 18 ITSM Tips for a Better 2018 – Stephen Mann
  12. Understanding VeriSM, a New Service Management Approach – SaaD Mousliki
  13. IT Service Management Made Smarter with Machine Learning – Vesna Soraic
  14. 10 Automation and AI Tips for Working Smarter on the IT Service Desk – Stephen Mann
  15. ITSM and DevOps 101: Your Questions Answered – Daniel Breston
  16. 20 Tips for Creating Your ITSM Future – Stephen Mann
  17. AIOps – Connecting ITSM and ITOM to Increase Service Quality – Andy Ray
  18. Change Management: Change Notification vs. Approval – Jan Vromant
  19. The 4 Foundational Pillars for Better IT Service Desk Performance – Nancy Van Elsacker Louisnord
  20. ITSM Hot Topics: And in Last Place… People – Karen Ferris

You might be interested to look at the publishing date for some of these – highlighting one or more of: the quality of the articles, the lack of suitable guidance elsewhere, or Google’s appreciation of the articles.

And these are our overall top ten most-read articles of 2018 (regardless what year they were published):

  1. How to Define, Measure, and Report IT Service Availability – Stuart Rance
  2. The 5 Hottest ITSM Trends and Topics for 2018 – Sophie Danby
  3. Service Desk Basics: What to Do When the End User Doesn’t Respond? – Stephen Mann
  4. ITIL Service Portfolio Management and Its Benefits Explained – Stephen Watts
  5. Why Transition ITSM to Modern Service Management? – John Clark and Kathleen Wilson
  6. Check Out These 20 Unsung ITSM “Social Influencers” – Stephen Mann
  7. ITSM 101: Incident Management vs. Problem Management – Vawns Murphy
  8. What Exactly Are XLAs and How Do You Use Them? – Hannah Price
  9. Getting Your Service Desk Metrics and Measurement Right – Stuart Rance
  10. How to Adopt a Light Version of ITIL’s Change Advisory Board – Ricardo Lima Neves

Also, for those interested, here’s our top ten most-read articles of all time since ITSM.tools was born:

  1. How to Define, Measure, and Report IT Service Availability – Stuart Rance
  2. ITSM 101: Incident Management vs. Problem Management – Vawns Murphy
  3. The 5 Hottest ITSM Trends and Topics for 2018 – Sophie Danby
  4. Why 2017 is the Year that SIAM Gets Serious – Claire Agutter
  5. Want the 2016 Gartner ITSM Magic Quadrant and Other Analyst ITSM Reports for Free (Well Almost)? – Sophie Danby
  6. Service Desk Basics: What to Do When the End User Doesn’t Respond? – Stephen Mann
  7. What Problem Does ITIL Solve? – Dan McCarthy
  8. Want the 2017 Gartner ITSM Magic Quadrant for Free? – Sophie Danby
  9. The Past and Future of IT Service Management – Stuart Rance
  10. 4 Change Management Tips to Avoid Change Advisory Bored-om – Duncan Watkins

Finally, visits to our website are up 36% in 2018 against the same period (to this date) in 2017 (thank you), and our geographical audience split as follows:

Back to 2018... And A Few Cheeky Plugs

Writing this article is a good time to remind you that anyone and everyone (don’t worry, it’s free) can submit content for publication on ITSM.tools (even puppets and penguins). Though please be warned, we do adhere to a strict editorial process (flimsy press release pieces really don’t make the cut). You can read more about our guidelines and how to submit your content suggestions here.

Note: If writing isn’t your cup of tea (or coffee), then maybe we can help with that too. We offer a wide range of content creation, marketing, and design services. After all, this is how we’re able to provide you with all the free ITSM greatness that’s our shared best practice articles, tips, and advice.

FYI a brief list of our services can be viewed here. If this is of interest to you, please get in touch by emailing contact@itsm.tools

So Please Help Us (And Yourself Out) Out...

If you haven’t done so already, then please complete the above quick poll to help ensure that our 2019 content calendar aligns with the industry’s wants, challenges, frustrations, and desires. Whether you’re an IT manager, a service desk employee, a consultant, a trainer, or a vendor, your input is critical to helping ensure that ITSM.tools’ twice-weekly content (sometimes more) continues to deliver value to all those that take the time to read it.

Thank you!

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ITSM Marketing Consultant at Socommunity Ltd.

Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.

She covers both traditional areas of marketing (such as advertising, tradeshows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.

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