An ITSM Assessment in 3 days – is it Possible?  

An ITSM Assessment in 3 days – is it Possible?  

I was recently approached by a local enterprise with the question “Can you undertake an IT service management (ITSM) assessment and how many days will it take?” The reason for them...

Analyst 2.0: What Does the Future of IT Support Look Like?

The Service Desk Institute (SDI) has recently published a report on the future of IT support called "Analyst 2.0." It covers a variety of areas including how IT service desk headcounts...
IT Is Too Important to Be Left to IT

“IT Is Too Important to Be Left to IT” So What Next? 

This is the most exciting time ever to be in IT!... But are we up to it? I’m not sure, but I think it was Brian Johnson who first coined the phrase “IT is too important...
Using Code Smell for Better Software Development

Using “Code Smell” for Better Software Development

Code is the DNA that makes your programs and IT services function. It’s the foundation of any development project. And something as small as an out-of-place character can mean the difference between a development...
Do We Really Want and Need IT Self-Service?

Do We Really Want and Need IT Self-Service?

In my last blog, “Could the Future of IT Self-Help Be 4th Generation Intelligent Self-Service?” I wrote about getting lost in giant, one-size-fits-all IT self-service portals and the need for “intelligence”...
How well does IT know the business

How Well Does IT Know the Business?

Hopefully you participated in, or have at least read – and benefited from – the results of our last IT service management (ITSM) survey: The Future of ITSM. It worked really...
10 Common ITSM Mistakes and How to Avoid Them

10 Common ITSM Mistakes and How to Avoid Them

There's a lot of debate and discussion regarding IT Service Management (ITSM) "implementation" (or adoption), ITIL processes, and general best practices. While it's expected that no two implementations are the same,...

How a Stanford Ph.D. Would Approach Self-Service

Are your people using self-service as much as you’d like them to? Probably not. Instead, they’re opening tickets, waiting around for answers, and not getting any work done. This isn’t good...
two storm trooper toys carrying another on stretcher

10 Top Tips for Better Release Management

You’re definitely not a happy bunny (and this is thankfully the polite way of expressing it). Why? Because poor releases, and the associated outages, are hurting the business, causing delays, and...
Future of self service

Could the Future of IT Self-Help Be 4th Generation Intelligent Self-Service?

The ability for IT end users to self-serve, or self-help, continues to advance as the IT industry continues to bring in consumer-world approaches and technologies, and learns what works and what...

FEATURED ARTICLES

A Year’s ITSM Learning in a Single Blog

Last week I was lucky enough to attend this year’s itSMF UK conference – ITSM 16. This is always a special occasion, but more...