Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.
TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.
This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
ITSM.tools has a new Enterprise Service Management and Digital Transformation survey running in conjunction with AXELOS to provide the industry with fresh adoption data, plus guidance and inspiration. Please take the survey :)
Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.
So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.
What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.
Ultimately, enterprise service management is about taking the lessons we’ve learned in IT – in particular about service delivery and support – and applying them to the rest of the organization. Interested? To help, this article offers up four tips for getting started with enterprise service management.
This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.
In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.
How can enterprise service management (ESM) benefit educational institutions (schools and higher education) by making service delivery and support more efficient and effective through the leveraging of existing IT investments? Here we explore, with examples of what ESM looks like in the education sector.