ITSM Articles

IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It

Posted by Stephen Mann
on September 6, 2023

When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.

ITSM Benefits Explained

Posted by Sophie Danby
on August 30, 2023

There are many available IT service management (ITSM benefits), but as with any benefits, an organization’s ability to reap them will depend on how well they adopt ITSM best practices. This article shares the types of benefits your organization could reap from ITSM.

Application Security: What ITSM Pros Need to Know

Posted by Gilad Maayan
on August 24, 2023

This article explains how application security is becoming an important part of ITSM practice, common technologies and tools, and best practices that can help you enhance security for your organization’s application portfolio.

IT Service Desk Metrics: Which KPIs Should We Measure?

Posted by Stephen Mann
on August 15, 2023

This article explains that there likely aren’t just two or three KPIs your IT service desk needs, that IT service desk metric portfolios can be problematic, and how your IT service desk can move its focus to what’s most valuable.

ITSM Quick Wins Explained

Posted by Sophie Danby
on August 10, 2023

“ITSM quick wins” are considered “quick” because they don’t need long-term planning, and “wins” because they result in a positive outcome or a step toward achieving a bigger goal. This article shares some examples of ITSM quick wins.

IT Security and ITSM: Effective Collaboration in the Face of Attacks

Posted by Crystal Morin
on August 1, 2023

What makes a security incident process successful? How can teams respond more efficiently? Why are changes like cloud migrations making this harder? This article explores and aims to help.

ITSM Tool Shortlisting: Focusing on What Matters Most

Posted by Stephen Mann
on July 31, 2023

Avoid the perils of creating a lengthy request for proposal (RFP) spreadsheet as the primary mechanism for your ITSM tool shortlisting exercise, and instead use this alternative method.

Cloud Migrations: An ITSM Perspective of What Can Go Wrong

Posted by Gilad Maayan
on July 26, 2023

This article provides an in-depth understanding of cloud migrations, their significance in the modern IT operations landscape, what can go wrong in cloud migration, and how ITSM professionals can help.

Facilitating Change Management with Kotter’s 8-step Model

Posted by Hadi Ahmadi (Soroush)
on July 20, 2023

Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.

AI and ITSM: Where are We?

Posted by Stephen Mann
on July 19, 2023

There’s currently a lot of interest in AI use cases for ITSM, but how much AI adoption has there been in ITSM to date? To gather new insight, we’re running a short, anonymous, three-question AI and ITSM poll.

Digital Minimalism: The Path to Sustainable IT Service Operations

Posted by Nancy Louisnord
on July 13, 2023

Digital minimalism isn’t just a trend, it’s a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains.

Employee Well-being Permeates Everything We Do in Technology

Posted by Daniel Breston
on July 6, 2023

“Always ensure that what you do encourages the well-being of your organization, customers, and yourself.” Here Daniel Breston recounts some of his well-being experiences throughout his long IT career and offers helpful tips to others.

IT Support Improvement – Activity Prioritization Explained

Posted by David Stewart
on June 28, 2023

Most negative service experiences are due to slowness and tickets not being completed at all – service failure. But what causes slow and failed service? This article explains the three specific causes and how to fix them.

Which ITIL Processes are Adopted First?

Posted by Stephen Mann
on June 21, 2023

If you’re wondering which of the ITIL processes/practices to adopt next, this article looks at what other organizations have done. It’s a small sample size but the distribution of each process across adoption phases is very interesting.

The Need for Advanced ITSM

Posted by Stephen Mann
on June 15, 2023

This article looks at something called “advanced ITSM.” The name isn’t important but the need is. Please read it to understand what advanced ITSM is and what it involves.

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