Enterprise Service
Management Articles

2019 Gartner ITSM Magic Quadrant

Want the 2019 Gartner ITSM Magic Quadrant for Free?

This article provides a list of free-to-access analyst reports (from the likes of Gartner, Forrester, and EMA) for 2019 that coincides with the publication of the most-coveted ITSM tool report going – the 2019 Gartner ITSM Magic Quadrant.
The future of ITSM 2019

The Future of ITSM – Survey Results 2019

This article shares the findings of our 2019 Future of ITSM survey, which covered 13 questions on topics such as ITSM best practice and new technologies. Key findings include that 84% of respondents think that working in IT will get harder over the next three years! Click-through for the full report, no sign up required.
Enterprise Service Management and Digital Transformation

How Enterprise Service Management Can Learn from Digital Transformation Initiatives

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.
ITSM Trends for 2019

The 5 Hottest ITSM Trends and Topics for 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!
Employee-Focused Service Management Strategy

How IT Can Lead Employee-Focused Service Management Strategy

We need to rethink the service delivery process and shift our mindsets as service providers away from that of closing tickets (submitted by end users) to instead prioritizing the needs of employees first! But how do you successfully do this? Here you’ll find five tips to get you started.
ESM and Greater Business Value

How ITSM is Moving Beyond IT to ESM and Greater Business Value

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.
ESM and Education

The Growing Role of ESM in Education

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.
GDPR and ITSM

GDPR – A Great ITSM and Enterprise Service Management Use Case

Did you know that ITSM tools are perfect places for organizations to run their GDPR processes from? Here Richard Josey explains.
Ready for ESM

Is Your Company Ready for Enterprise Service Management (ESM)?

Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
Enterprise Service Management Planning

5 Tips for Effective Enterprise Service Management Planning

So enterprise service management is happening, but what should you do in terms of enterprise service management planning to increase your organization’s chances of success?
ESM

ESM – Not Just About ITSM Processes

“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.
Enterprise Service Management

The Perfect Storm Driving ESM

Stephen Mann takes a look at four key drivers that are helping enterprise service management’s cause. Take a look to see what they are.
Benefits of ESM

14 Benefits of ESM

“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these benefits are explained.

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