How can you identify an ITSM consultant who will actually deliver targeted advice that will help you meet your goals, rather than generic advice that could have been delivered to any customer? Here’s how.
This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
Time is our most precious currency. It has a monetary value. But if time is our most precious currency, then why are we not treating it that way, and using the language of value when we talk about the way we spend it?
If you add Montgomery Ward, Carlos Ritz (yes, from Ritz Carlton Hotels), and Richard Normann (Mr. “Moment of Truth”), then you have the foundation for modern-day service management principles and the basis for digital transformation success.
This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.
As a leader, expecting your team to be open about their mental health at work without leading by example is entirely unrealistic. Here Emma Vallely explains why, and also why one-off reactive pieces of support for mental health don’t really help either.
This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?
Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?
The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?