ITSM Articles

AIOps and ITSM

AIOps: Getting Ready for The Next Wave Of ITSM

AI and machine-learning, once obscure academic subjects, are now the talk of dinner tables and cocktail parties. But how can the new technologies and techniques of AIOps extend and integrate with established ITSM foundations to help prepare organizations for the future of IT? This article explores.
Adopting ITIL

Adopting ITIL: The Process Edition

We must stop treating the processes in ITIL as discrete units, where “paint-by-numbers” is a viable approach, says Kaimar Karu. Remember: it’s not about processes, it’s about value and services, and the “how” of every process or concept matters only when the “why” is first successfully addressed.
ITSM is a Business Supplier?

Is IT Part of the Business or Just a Supplier?

IT is a critical business function, with any significant outage a disaster – exactly why the CIO should have a seat on the Board. So why does the question of whether IT is part of the business or a supplier persist? Is IT the victim of an injustice or maybe just super-bad at PR? Let’s take a look.
IT Stakeholder Management and Communications

5 Steps for Better IT Stakeholder Management and Communications

There’s one major area of IT that unlike the rest isn’t clearly defined — the people. And it’s why effective stakeholder management is so vital to your IT success. Here we dig into what stakeholder management is and provide a simple, five-step framework to help manage your stakeholders more effectively.
Security Hunting

Security Threat Hunting: Using a Honeypot, SIEM, and Some OSINT

After attending a demonstration of live, real-time, security threat hunting, Daniel Card was left disappointed. So for this article he decided – in line with his research – to hunt out some real-life security threats on the internet on his own. Here you can get the lowdown and see the actual data he found.
Digital Transformation and IT Support

4 Ways Digital Transformation Affects IT Support

The new, and higher, expectations of digital consumers – which includes employees – now means that IT organizations need to reassess their IT support services and capabilities across four key areas including service support strategies and service desk operating models; here Sarah Lahav discusses all four.
ITSM Statistics

ITSM Statistics – Does IT Know the Business?

Here you’ll find our latest survey results related to ITSM pros and their business knowledge and focus – with the responses showing both positive and negative aspects of modern-day IT service delivery and support. Read on for analysis covering the likes of customer centricity and the business impact of IT issues.
Change Notification vs. Approval

Change Management: Change Notification vs. Approval

Change management processes and procedures should be created from the ground up, with scalability, standardization, risk mitigation, and efficiency all at the core. But when defining your process, how do you know when a change notification is sufficient and when an approval is required for a change?
Unsung ITSM heroes

Check Out These 20 Unsung ITSM “Social Influencers”

Here we highlight some of the unsung ITSM social media heroes; who should be followed for their Twitter sharing, blogging, or both. This is our list of 20 people who should make ITSM “Top Social Influencer” lists but often don’t!
ITSM and ITIL In North America

The Current State and Future of ITSM and ITIL in North America

In this article ITSM authority Troy DuMoulin of Pink Elephant discusses good and poor ITIL behaviors in North America and what the world can learn from them; in addition to how he sees the new version of ITIL helping people in the future.
Human and a robot talking

20 Tips for Creating Your ITSM Future

Seven ITSM influencers share their advice on creating your ITSM future: including how the changing landscape demands new approaches, and what you should be considering now (and later) with regards to chatbots and machine learning.
Modern Service Management in the Cloud

Why Transition ITSM to Modern Service Management?

Read how organizations can use something called “Modern Service Management” to help them move from legacy, traditional IT models to an easier, more efficient, cost effective, and agile service structure.
ITSM Knowledge Management Tips

14 Tips for ITSM Knowledge Management Success

This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.
Forget watermelon SLAs, you need XLAs

What Exactly Are XLAs and How Do You Use Them?

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.
Software Asset Management

Why is Software Asset Management So Easy?

What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.

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