ITSM Articles

4 Top ITSM Trends for 2024

What IT service management (ITSM) trends and developments will we see in 2024? And how will these impact the way you work? Many factors affect service management, but these are the ones TOPdesk anticipates will have the most impact.
Security Information and Event Management (SIEM) is a security management approach that combines two traditionally separate areas: Security Information Management (SIM) and Security Event Management (SEM). This article looks at how it works with ITSM.
In early Q1 2024, we reran our The State of Well-being in ITSM survey. The 2022 well-being survey results are used as the latest benchmark for comparison purposes. For 2024, the working-from-home questions were dropped, with new questions added to reflect the adoption of artificial intelligence (AI)-based capabilities in ITSM.
This article considers the technology an IT service desk team uses to provide support and assistance to end-users. This is more than the ticket management, IT service desk, IT help desk, or IT service management (ITSM) software that allows IT support teams to manage incoming requests, track issues, and ensure efficient communication and problem-solving.
Problem management is too often misunderstood – ranging from the confusion between incidents and problems to the use of problem management techniques in the wake of a major incident. Here, Sophie Danby shares tips to help.
Most organizations need service request management even if it’s called “business-driven change,” “ticket handling,” or something else. But no matter what “the provisioning of new IT services” – which, of course, might not be called services and simply hardware, software, and access provision – is called, many service request management tips are available to IT service desks.
Our annual(ish) article now has a new name, but the intention is the same – to publicize any ITSM-related industry analyst reports made available by ITSM tool vendors.
With proper ITIL documentation, IT organizations can avoid common pitfalls such as miscommunication, IT service delivery and support inconsistencies, and lack of accountability. Another important aspect of ITIL documentation is that it provides a historical record of the IT organization’s activities, which can be invaluable for troubleshooting, auditing, and continual improvement.
You need standardized and repeatable ways that your IT service desk team can use to deliver high-quality IT services that support the organization’s overall goals and objectives. Choosing your IT service desk processes should be driven by your IT service desk’s purpose and objective and how you intend to provide IT services to your customers.
This article shares a whopping 79 pieces of #ITSM advice for 2024 from IT practitioners, consultants, and vendors, covering experience management, AI, value, improvement, and more.
This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.
This article looks at the current state of security patch management, along with trends and predictions for how it may change (or stay the same) in 2024.
The IT service desk is the critical interface point where IT interacts daily with customers (or end-users). To deliver outstanding IT capabilities, you must ensure that your IT service desk consists of several key components that work together to provide effective IT support that reflects the overarching business needs and goals.
If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached. But what does this have to do with ITSM? This article explains.
Most organizations do some form of incident management. They might not call it “incident management,” but regardless of what it’s called, there are many key incident management tips for IT service desks to consider. This article shares 20 of the most common incident management tips.