ITSM Articles

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 22, 2023

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…

A Quick Overview of COBIT 2019

Posted by Stephen Mann
on January 20, 2023

From it no longer being an acronym to how the update better addresses recent trends, if you want to know more about what COBIT 2019 is and involves, then this article will give you all the important stuff you need to know, as quickly as possible.

What is ITSM?

Posted by Stephen Mann
on January 20, 2023

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.

ESM – It’s Not Just About ITSM Processes

Posted by Stephen Mann
on January 19, 2023

“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.

ITSM in 2023 and What We Should Learn from Our Past

Posted by Stephen Mann
on January 19, 2023

In this 2023-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2023, we should be more realistic about what we will, or can, achieve.

How to Become an IT Service Desk Manager

Posted by Emma Lander
on January 18, 2023

Are you planning on becoming an IT service desk manager? If so, then this article is just for you. Please read on as Emma Lander covers off much of what’s needed to get you into this role – from the route taken to qualifications that will help.

10 Tips for Better ITSM Tool Selection

Posted by Stephen Mann
on January 16, 2023

This article shares ten tips – those related to ITSM process enablement and usability – to help with your ITSM tool selection process. With a link to a further 25 tips.

Enterprise Service Management Explained

Posted by Sophie Danby
on January 13, 2023

While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.

ITSM in 2023 – the Real Value of Understanding Value Comes from Action

Posted by Stephen Mann
on January 10, 2023

We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.

Is Your Company Ready for Enterprise Service Management (ESM)?

Posted by Stephen Mann
on January 10, 2023

Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.

ITSM Improvement: Tips for IT Self-Service

Posted by Pablo Vergne
on January 9, 2023

Providing employees with self-service access to IT services is commonly seen as a key initiative for overstretched IT service desks – with the aim of reducing costs, speeding up resolutions and provisioning, and delivering a better employee experience. But few are getting it right! This article of tips aims to help.

What is ITIL?

Posted by Sophie Danby
on January 5, 2023

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.

8 Tips for Better IT Service Desk Metrics

Posted by Stephen Mann
on January 3, 2023

Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.

The ITIL 4 Service Value System Explained

Posted by Sophie Danby
on January 2, 2023

Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement.

The ITIL 4 Service Value Chain Explained

Posted by Daniel Breston
on January 2, 2023

Here Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider the impact of what it depicts against the way you deliver value with technology-based solutions at your organization today.

Quick Content Limited
20 Nightingales, Market Deeping,
Peterborough. PE6 8RU,
United Kingdom.