ITSM Articles

Well-being in ITSM

How is Your Well-being in ITSM?

The topic of employee wellbeing in ITSM feels like it’s fallen off the radar? Please help us to help others – including yourself – by spending a couple of minutes completing our anonymous, seven-question (multiple choice) survey, to help us understand the current state of wellbeing in ITSM.
Mental Health Issues

Let’s Talk About Mental Health Issues in IT “For a Friend”

For a friend, how would you help them as they feel… stressed, depressed, uncertain, they’re drinking more, they can’t feed their family, angry more often, etc.?”
Why AI and Automation Powered ESM and ITSM is Now a Must

Why AI and Automation Powered ESM and ITSM is Now a Must

ITSM and ESM tool vendors have developed intelligent solutions that integrate AI into their solutions. These ITSM tools include AI modules or integrate AI to address a variety of business concerns, including worker shortages, as well as improving the end-user experience.
Employee Productivity

IT Strategy Needs to Focus More on Employee Productivity

Does your IT organization understand how well it’s meeting productivity-related factors for employees? Read this article to discover four tips for driving productivity improving decisions with employee data.
Employee Experience for IT

The What, Why, and How of Employee Experience Management 

Here Sarah Lahav, CEO, SysAid has written about using experience data to first understand where your organization currently is, and second to drive the required improvements. Get the help you need related to employee experience and read it now.
The Best Thing for Digital Transformation

This Decade is Proving to Be the Best Thing for Digital Transformation

It was the worst year of a generation, but let’s put a positive spin on things – 2020 was the best year for digital transformation. This article explains why.
The Great Redundancy

The Great Redundancy and Our New Ways of Working

The Great Resignation, Great Redundancy, and Great Retirement movements escalated when COVID hit the global economy. COVID forced people to work from home and, once at home, it was a case of “Hey! I can do this or that. In fact, THAT can become a new way of doing what I like to do.” In this article, Daniel Breston looks at how our approach to working has changed forever.
State of ITSM

The State of ITSM Two Years into the Pandemic

This article shares the highlights of the most recent State of ITSM report looking at the impact of employee remote working, challenges related to the pandemic, technology adoption, and the business view of IT.
In-person ITSM Events

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

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.
ITSM Blog Sites

40 of the Best ITSM Blog Sites

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.
Problem Management

Problem Management Isn’t Just for Incidents

What is a “problem”? If your mindset is influenced by ITIL, you might be missing out on the inherent potential of problem management. Here Michael Keeling explains.
Machine Learning

How Reliable is Machine Learning in AIOps?

What happens when machine learning leads to the crash of your IT systems, shuts down servers and applications, or takes actions you cannot have control over? Machine learning is the foundation of AIOps and automation, but to what extent can we depend on it, and how reliable is it?
AI Improves Knowledge Sharing

How AI Improves Knowledge Sharing in ITSM

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.
Patch Management

How to Improve the Patch Management Process

The typical patch management process consists of much more than simply implementing the update. Alongside the physical deployment, each organization will have its own change management process. This work can be tedious, thankless, and time-consuming. This article offers help to make patching easier.
IT Helpdesk Issues and Automation

Solving Simple IT Helpdesk Issues with Automation

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.