ITSM Archives

The Current State of AI Adoption in ITSM

Posted by Stephen Mann
on April 22, 2021

Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.

A Service Desk Guidance A-Z List

Posted by Jamie Bell
on April 20, 2021

This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).

How to Succeed with AI in Your Organization

Posted by Ian Aitchison
on April 15, 2021

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.

Introducing the 2021 State of Service Management Survey

Posted by Stephen Mann
on April 8, 2021

Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.

Expert Guidance for AI Success in ITSM Use Cases

Posted by Sophie Danby
on March 30, 2021

We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.

How AI Will Impact ITSM in the Next Few Years

Posted by John Custy
on March 25, 2021

What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.

The Software Request Process – What Does Good Look Like?

Posted by Kylie Fowler
on March 11, 2021

This article explores the results of an ITAM survey which asks the software licensing and IT asset management community to self-assess the quality of the software request process in their organization. The answers are pretty revealing. See the results here.

What ITSM Practitioners Need to Know About Cybersecurity Threats in 2021

Posted by Jordan MacAvoy
on March 2, 2021

The cyber threats landscape is expected to change in 2021. As hackers discover new ways of compromising your business, ITSM personnel must be ready for any attack. Here’s what you need to know.

Want the 2020 Gartner ITSM Magic Quadrant for Free?

Posted by Sophie Danby
on February 18, 2021

Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.

Finding the ITSM Learning Model That Suits You Best

Posted by Jakob Diness
on February 16, 2021

This article takes a look at three learning models that can be used to help you learn more about ITSM: experiential learning, evidence-based learning, and flipped learning. If you’re considering ITSM training in the near future have a read and see which format may work best for you.

What Do You Love Most About Working in IT?

Posted by Sophie Danby
on February 14, 2021

In honor of Valentine’s Day, I asked a number of people working in IT and ITSM roles what they love most about working in IT. The answers were varied and make for interesting reading. Take a look and see if it perhaps reinforces the reason(s) why you also love working in IT (or perhaps don’t).

Why Being Vendor-Neutral Resolves ITSM Tool Implementation Cost Problems

Posted by Mark Twomey
on February 9, 2021

As enterprises consider their IT strategies for the next 12 months, they need to reassess one particular area – how to tackle the excessive ITSM costs that undermine wider digital transformation objectives.

8 Tips for Getting ITSM and ITAM Working Better Together

Posted by Ariel Gesto
on February 4, 2021

This article explains – via eight tips – why and how your ITSM and ITAM capabilities will be better if you focus on getting them working together for the better. Take a look.

Business Transformation: How Business Leaders See the Impact of 2020 and Their Plans for the Future

Posted by Sumit De
on January 30, 2021

TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.

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