ITSM Articles

Chatbot Manifesto

The Chatbot Manifesto

Looking for a little ‘secret sauce’ behind chatbot success? This chatbot manifesto provides a list of 20 ‘do’s’ and ‘don’ts’ when it comes to using chatbots in your organization.
Digital Transformation Experience

Digital Transformation and the Need for a Better Service Experience

Digital transformation efforts must be built around people and their expectations, not the technological capabilities that are now available. Here Sami Kallio discusses why introducing the right mechanisms and metrics, employing data-driven decision making, and driving the needed cultural change, is so important.
Effective IT Governance

The 5 Simple Rules of Effective IT Governance

Follow the five simple rules described in this article by Steve Morgan to help you to prevent your organization from getting caught out by the common pitfalls when it comes to effective IT governance.
Selling the Opportunity of Enterprise Service Management

Selling Enterprise Service Management to Your Organization

Struggling to get started – or see success – with enterprise service management? This article will help, by sharing data and good practices related to what others are doing such that the potential of enterprise service management can be best articulated, and then delivered, to other business functions.
Agile Story Points

Story Points – Are They a Useful Agile Tool?

This article looks at how story points are used across organizations, with advice on their best application in respect of two common hindrances in the proper application of story points in agile teams.
State of IT Self Service

The State of IT Self-Service

This article presents some of the key survey findings of our State of IT Self-Service in 2021 report, including how only one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved.
IT Service Desk Analyst Motivation

Using Experience Feedback to Up IT Service Desk Analyst Motivation

Have you ever stopped to think about the effects – both positive and negative – of working on an IT service desk? This article digs into service-desk-analyst work motivation and how it impacts their performance.
Move on From Your Service Management Solution

When Is It Time to Change Your Service Management Solution?

Do you feel stuck with your current service management solution? Is it holding you back? This article via TOPdesk shares 8 signs that it might be time to move on and switch up your service management tool.
Giving Back to the IT Service Management Community

Giving Back to the IT Service Management Community – 10 Years On

Collectively we have the answers to most of the questions being asked by ITSM practitioners struggling to do the best job they can in making their organizations a success. If only we shared more – giving back to the ITSM community.
Choose an ITSM Consultant

How Do You Choose an ITSM Consultant?

How can you identify an ITSM consultant who will actually deliver targeted advice that will help you meet your goals, rather than generic advice that could have been delivered to any customer? Here’s how.
The State of Service Management

The State of Service Management 2021

This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
How a “The Customer is Always Right” = Digital Transformation Success

How a “The Customer is Always Right” Strategy Helps to Ensure Digital Transformation Success

If you add Montgomery Ward, Carlos Ritz (yes, from Ritz Carlton Hotels), and Richard Normann (Mr. “Moment of Truth”), then you have the foundation for modern-day service management principles and the basis for digital transformation success.
Predictions for ITSM Strategy

4 Predictions That Will Impact Your ITSM Strategy

This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.
It’s Time to Talk About Mental Health

IT Leaders: It’s Time to Talk About Mental Health

As a leader, expecting your team to be open about their mental health at work without leading by example is entirely unrealistic. Here Emma Vallely explains why, and also why one-off reactive pieces of support for mental health don’t really help either.
Continual Improvement and Experience Data

Why Continual Improvement Needs Experience Data

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.

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