This article by Steve Morgan outlines the key factors to consider when developing SIAM contract requirements, specifically concerning the use of a disaggregated service model, involving multiple service providers.
The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.
Being agile seems to be “the new black” in the IT industry, and customers increasingly expect their service providers to be agile. But what does this mean and how do you achieve it? This article explains.
The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.
Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.
This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).
Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.
Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.
What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.
This article explores the results of an ITAM survey which asks the software licensing and IT asset management community to self-assess the quality of the software request process in their organization. The answers are pretty revealing. See the results here.
Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.
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