Automation Robot

Is the Automation Storm Coming to the Service Desk?

Automation is already all around us. Autonomous drones are delivering pizza in New Zealand, where they’ve been testing the idea for about three years. Closer to home, many of the customer...
ITSM practitioners in Norway

3 Things ITSM Practitioners Need to Stop Doing

IT service management (ITSM) best practice is a great thing. Whether taken from ITIL – the most commonly adopted ITSM best practice framework – or not, it has helped countless individuals...
ITIL isn't dead in Slovakia

ITSM News from Bratislava: ITIL Isn’t Dead Yet

I’m sitting writing this blog in a hotel in Bratislava having just completed my contributions to itSMF Slovakia’s excellent annual IT service management (ITSM) conference. Once again, they did a great...
6 Tips for ITSM Conference Attendance

6 Tips for ITSM Conference Attendance

IT service management (ITSM) industry events and conferences can present fantastic opportunities to make new contacts, catch up with the latest developments in your field, and get some valuable feedback on...
Two ITSM Webinars

Two ITSM Webinars to Attend in the Next 30 Days

ITSM.tools is participating in two IT service management (ITSM) webinars in late-January and early-February. Please take a look at the details below – one or both might just be what you’re...
ITSM Meet Up

Event Preview: Christmas ITSM Meet Up

Four or five times a year I organize informal "ITSM meet ups" in Central London. The idea behind them being to provide an opportunity for the UK IT service management (ITSM) community...
itSMF Estonia

Event Preview: itSMF Estonia Conference 2016

itSMF Estonia will be holding its annual conference at the Swissotel in Tallinn on the 8th of December. The title of this year's conference is "The ITSM All Stars Edition", where every session is pitched...
ITIL Practitioner and the Three Ways of DevOps

ITIL Practitioner and the Three Ways of DevOps

If you’re familiar with DevOps, then you’ve probably heard DevOps enthusiasts talking about “The three ways”. This refers to three very powerful and practical approaches to managing the work of IT...
A Year’s ITSM Learning in a Single Blog

A Year’s ITSM Learning in a Single Blog

Last week I was lucky enough to attend this year’s itSMF UK conference – ITSM 16. This is always a special occasion, but more so this year because it marked the...
BMC Exchange

Getting Digital at BMC Exchange London

Just over a week ago I attended BMC Exchange London, BMC’s largest UK customer event to date. This double-length blog shares my key, very-digital, takeaways from the event. They are a...

FEATURED ARTICLES

ITSM Metrics: The New Alternative Facts?

For those in the United States, the phrase “alternative facts” came into popular use on January 23, 2017.The term was used in a context...