ITSM Articles

SITS 2022: Why I’m Excited for the Return of In-person ITSM Events

Posted by Vawns Murphy
on May 10, 2022

The COVID-19 pandemic has taken a toll on our community. It was rough, and now that the world is returning to normal, here are some things to look forward to at in-person ITSM events such as SITS 2022.

40 of the Best ITSM Blog Sites

Posted by Sophie Danby
on May 5, 2022

Here Sophie Danby shares a list of what she believes are currently the best ITSM blog sites including vendors, member organizations and consultancies. There’s 40 in total. Read the list here.

How AI Improves Knowledge Sharing in ITSM

Posted by Sowmya Juttukonda
on April 27, 2022

Knowledge hoarding is a big challenge organizations face today. To this end, AI-enabled tools have considerable potential to manage data and help organizations to transform people’s experiences and knowledge accumulated over time into collective knowledge for the organization.

Solving Simple IT Helpdesk Issues with Automation

Posted by Ruben Franzen
on April 13, 2022

Have you not changed your ITSM tool in years because making minor changes is too cumbersome and expensive? Then it might be time to move on. The good news is that most modern ITSM tools provide task automation and easy reporting to save valuable time and resources.

4 Tips to Cure Zoom Fatigue with ITSM

Posted by Nancy Louisnord
on April 7, 2022

How can you combat the downsides of remote and hybrid work? Nancy Louisnord shares four tips for how an effective service management and knowledge management strategy can help.

ITSM Misinformation and the (ITSM) Walking Dead

Posted by Michael Keeling
on March 24, 2022

Have you ever been told that your business must do something because ITIL/Agile/DevOps, etc. “says so”? If the answer is ‘yes,’ you have been exposed to the zombie experience virus… though most people don’t realize it.

SIAM and SLAs

Posted by Steve Morgan
on March 16, 2022

This article looks at SLAs in a SIAM world. That to succeed (with SIAM), your organization’s service architecture model must be well understood, with the third-party service providers, the SIAM function, and internal service providers working well together.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.

What 2022 Needs to Know About Employee Experience

Posted by Sami Kallio
on February 24, 2022

This article shares five key insights from The Global IT Experience Benchmark Report™ H2/2021, including how self-service portals are no longer the least liked IT touchpoint and how badly service desk ticket bounces are affecting your users.

(Nearly) Everything You Need to Know About Being an ITSM Pro

Posted by Paul Wilkinson
on February 17, 2022

To help other ITSM professionals from making the same mistakes, wasting time and effort, and putting business value at risk, here Paul Wilkinson shares his advice from a 40+ year career in the industry.

Why Understanding Risks Improves Your Decision-making

Posted by Benjamin Kyvsgaard
on February 10, 2022

Decision-making is such a critical business component that any decision-making is to be encouraged as long as you learn and adapt based on the outcome. And here there’s an important link to understanding risks.

ITSM in 2022: Trends to Watch Now

Posted by Ruben Franzen
on February 3, 2022

In 2022 ITSM professionals need to take more time to think through their long-term strategy and lay the groundwork for future improvements. Here TOPdesk details what to expect.

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

Posted by Stephen Mann
on January 19, 2022

The ability to measure employee experience isn’t yet something that’s natively included within ITSM tools. To help, this Solution Snapshot explains what can be achieved by a small sample of digital experience management or DEX solutions.

What ITSM Help Do You Need in 2022?

Posted by Sophie Danby
on January 12, 2022

As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.

How Can ITSM Practitioners Improve Themselves in 2022?

Posted by Sophie Danby
on November 25, 2021

We asked 35 industry authorities for their thoughts on how practitioners should be improving themselves next year. From widening their knowledge, skills, and experience to listening more, here’s what they had to say.