The ITSM industry still sees a high level of ITSM tool churn. To better understand the main reasons why we ran a poll for anyone that had changed ITSM tool in the last two years. This article shares the results and also compares them against our previous ITSM tool churn polll, which we ran in 2017.
We all know the value of knowledge management in helping IT support, but it’s important not to forget two additional use cases for ITSM knowledge and how it can make a big difference to the level of success for both IT self-service and the introduction of AI-enabled IT support capabilities. Here we explain more.
Selecting and implementing the right ITSM tool is one thing, but getting your staff to successfully use it is another. To assist you, here are five simple tips to help your staff to use your new ITSM tool successfully – from communicating the why to driving the right behaviors.
While much has been written about the need for ITSM and ITAM to work closely together, in this article Rory Canavan goes a step further to explain how software asset management can add value to ITSM’s service configuration management practice.
Benchmarks can be powerful tools in understanding how well your IT service desk is performing and for the identification of improvement opportunities. With that in mind, this article aims to help you to better understand some of the cons, that sit alongside the pros, of using IT service desk benchmarks.
If you’ve just taken your ITIL Foundation Certification exam or if you’ve still to take it and are thinking about how best to use your learning in the workplace, then this article is for you. Take a read of these eight tips for putting your new ITIL learning into practice.
Notwithstanding the fact that a dollar saved by IT through badly-implemented self-service might incur an extra two dollars of costs from an end-user perspective, cost savings are not the only driver for self-service and, for many, it’s not the most important benefit. Here we look at the other additional benefits.
Where does one start when looking at change management or change control as it’s now known in ITIL 4? It can be very daunting at the outset, but the steps outlined in this article should help to get you started, along with example KPIs to help you measure your success.
This article serves as a quick guide to help you create reliable measures for assessing customer satisfaction, complete with 6 useful tips.