ITSM Articles

Redefining Enterprise-Level ITSM Through AI-Powered Smart Automation and Chatbots

Posted by Ashwin Ram
on May 2, 2019

It’s a simple fact that the impact of Artificial Intelligence on service desks will become valued when AI is able to perform the mediocre tasks service desk teams would rather not do, as well as the actions humans struggle with. With that in mind, this article looks at where AI is taking, and will take, IT support.

Experience Matters: 9 CX and ITSM Nuggets from Refresh19

Posted by Stephen Mann
on May 1, 2019

In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.

How to Improve Your IT Support Team’s Well-being and Mental Health

Posted by Simon Johnson
on April 18, 2019

The service desk can be a stressful environment. The sheer number of calls – and the potentially stressful nature of those calls – can progressively affect agents and their wellbeing. This article looks at possible wellbeing issues on the service desk and offers advice on how to best tackle, or ideally, prevent them.

The Future of ITSM – Survey Results 2019

Posted by Stephen Mann
on April 17, 2019

This article shares the findings of our 2019 Future of ITSM survey, which covered 13 questions on topics such as ITSM best practice and new technologies. Key findings include that 84% of respondents think that working in IT will get harder over the next three years! Click-through for the full report, no sign up required.

What Service Desk Managers Should Know About AI

Posted by Dr Akhil Sahai
on April 9, 2019

Because AI is rapidly changing many of the ITSM operations and tasks we deal with regularly, the time is ripe for disruption of the IT service desk industry. To help explain “the art of the AI possible,” this article looks at the key areas that service desk managers need to understand about AI.

Solution Snapshot – Provance IT Service Management v.1903

Posted by Stephen Mann
on April 5, 2019

This is an in-depth review of the ITSM tool Provance IT Service Management v.1810, covering solution functionality, technology, pricing, and strategy.

SAM Global Report – The Top 5 Takeaways

Posted by Rory Canavan
on April 4, 2019

This article looks at some of the findings and analysis from the recent SAM Charter Software Asset Management Global Report, offering a glimpse into how many organizations are scoring with their SAM maturity.

7 Common ITSM Data Quality Management Issues

Posted by Mikko Juola
on April 2, 2019

This article by Mikko Juola digs into the problem of bad ITSM data, describing the seven most-common data-quality management issues he sees when offering data-quality-improving capabilities to customers; including no data ownership and missing skillsets.

DevOps Unicorns and Horses for Courses!

Posted by Paul Wilkinson
on March 27, 2019

In this article Paul Wilkinson questions whether, that while organizations might aim to be DevOps-propelled technology unicorns, there aren’t just unicorns and horses – the reality is that there are many types of horses. And some of them aren’t that great a ride. What on earth is he talking about? Read on.

How Enterprise Service Management Can Learn from Digital Transformation Initiatives

Posted by Stephen Mann
on March 20, 2019

While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.

ITIL 4’s ITAM Practice and the Software Support and Maintenance Review Process

Posted by Rory Canavan
on March 14, 2019

With ITAM now considered part of ITIL 4 best practice, this article helps with a process that might not be considered as a core SAM capability, but should be in place if your organization wants to make best use of the valuable asset data at its disposal – the Software Support and Maintenance Review process.

The Importance of Managed Emotional Metrics in ITSM

Posted by Steven West
on March 12, 2019

This article focuses on the importance of emotional metrics. Opinions are subjective of course, however the power of human instinct and feeling should not be ignored. If the customer perceives the service to be sub-par, then the chances are this is the case – regardless of the attainment of any SLA!

Just How Many DevOps and ITSM Tools Do You Really Need?

Posted by Doug Tedder
on March 7, 2019

This article looks at the pros and cons of DevOps toolchains (a combination of tools that aid in the delivery, development, and management of applications throughout the systems development lifecycle) and questions how many DevOps, ITSM, and other IT management tools your organization really needs.

Knock, Knock – Who’s There? ITIL 4 … ITIL for Who?

Posted by Paul Wilkinson
on February 28, 2019

While many will notice the 34 ITIL 4 practices vs ITIL v3’s 26 processes, there are other potentially more important points to note with the updated ITIL best practice. For instance, the greater focus on people, and the inclusion of governance in the new ITIL 4 Service Value System (SVS). Here, Paul Wilkinson takes a look.

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