ITSM Articles

DevOps and ITIL: Why DevOps Won’t Replace ITIL in ITSM

Posted by Saad Mousliki
on January 15, 2019

DevOps is not a replacement for ITIL, in fact DevOps can complement and enhance the ITIL framework by making the processes simpler and more automated. This article looks at why DevOps won’t replace ITIL, and how it could, and should, improve – and add more agility to – some ITIL processes.

Customer Service is the Elephant in the Room of ITSM

Posted by Aale Roos
on January 10, 2019

In Aale Roos’ opinion, not a single ITSM framework, standard, or concept is really customer-centric in the sense that customer service would be an important element in it – and so here he asks “where are we, and where should we be, with customer service in ITSM?”

Maximizing the Value of New (and Existing) IT Support Capabilities

Posted by Stephen Mann
on December 20, 2018

Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?

IT Service Provider Selection – 9 Steps for Choosing the Right One

Posted by Chris Nokes
on December 13, 2018

Third-party IT service providers are plentiful – the obstacle is in choosing the right one and the right kind of services. To help, this article shares nine important criteria to consider to help steer your organization in the right direction.

10 People-Related Tips for ITSM Success

Posted by Paul Wilkinson
on December 11, 2018

Here Paul Wilkinson covers the things that can help IT organizations to traverse the people-related issues and barriers to success – sharing a list of 10 critical success factors, crafted as tips, for dealing with the ABC of IT. The only questions is: how much of this are you already doing?

Getting Process Automation and Digital Transformation Right

Posted by Ricardo Lima Neves
on December 4, 2018

Automation of processes (across the organization) is something that should be treated very seriously and carefully – it can be dangerous when not properly implemented and/or defined. Here we look at the key requirements for, and benefits of, successful process automation (and digital transformation).

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Posted by Sophie Danby
on November 27, 2018

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.

“I Want 100% Security!” – Improving Security, the Jedi Way

Posted by Daniel Card
on November 22, 2018

Does the information security world owe a huge debt to the wisdom of Star Wars? And is there a way to improve your organization’s security approach and posture using the wisdom of Jedi? Security authority Daniel Card explores.

Bringing Agile and ITSM Together for Better IT and Business Outcomes

Posted by Nancy Louisnord
on November 21, 2018

Here Nancy Van Elsacker Louisnord provides insight into how service desk professionals can bring together the agile methodology and IT service management (ITSM) for increased value creation; and looks at the current uptake of Agile in ITSM referencing latest industry statistics.

What’s the Problem with Incident and Problem Management?

Posted by Aale Roos
on November 20, 2018

Here Aale Roos questions whether the combination of incident and problem management is an obsolete model, how risk management can help, and where Cynefin fits into the equation.

ITSM Future Readiness – Please Take the 2019 Survey

Posted by Stephen Mann
on November 15, 2018

Building off of our 2017 analysis, this article introduces a new ITSM.tools survey that we hope will help IT service management pros to better understand where the future of ITSM is heading and what they should be thinking about (and then doing).

Does Your IT Organization Have the “Good Skills”?

Posted by Matthew Burrows
on November 13, 2018

This article by Matthew Burrows focuses on the state of skills, using the Digital Skills Landscape 2018 report, from SkillsTx and BSMimpact, to highlight the current state of skills availability in IT. Are we overly humble in our opinion of our skills or is it the reverse?

ITSM is Dead. Long live Artificially Intelligent Service Management

Posted by Ian Aitchison
on November 8, 2018

Here Ian Aitchison introduces his concept of “Artificially Intelligent Service Management,” described as ITSM, but with a rich and creamy layer of artificial intelligence on top – like icing on a cake. Sound hungry? We mean interested… click-through to read more.

5 Steps to a Better Problem Management Process

Posted by Hannah Price
on November 1, 2018

If you’re looking to improve your problem management process, while juggling it with incident management, then striking a balance between them is key. And luckily, it’s not too difficult to achieve! Here Hannah Price shares her top 5 tips for both reactive and proactive problem management success.

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