In this 2019-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2019, we should be more realistic about what we will, or can, achieve.
ITSM pros have spent a long, long time working with a remit to “do more with less.” Then, more recently, the much-more-suitable mantra of “better, faster, cheaper” has come into vogue; but this still overlooks the separation of IT activities, and costs, related to two distinct business needs. Read why here.
How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.
Here you’ll find our latest survey results related to ITSM pros and their business knowledge and focus – with the responses showing both positive and negative aspects of modern-day IT service delivery and support. Read on for analysis covering the likes of customer centricity and the business impact of IT issues.