Enterprise Service
Management
Articles

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.
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.
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.
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!
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.
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.
Did you know that ITSM tools are perfect places for organizations to run their GDPR processes from? Here Richard Josey explains.
Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
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?
“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.
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.
“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these benefits are explained.