ITSM Articles

Continual Improvement and Experience Data

Why Continual Improvement Needs Experience Data

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
What Kind of IT Organization?

What Kind of IT Organization Do You Work in?

How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?
Collaboration in ITSM

Collaboration in IT: a Crowdsourced Perspective

Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?
Support Remote Workers and Mobile Teams

Wherever and Whenever – How to Support Remote Workers and Mobile Teams

The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?
Successful Collaboration

Three Key Elements for Successful Collaboration

Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.
Collaboration

Collaboration. Bingo!

Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?
5 Steps to Drive Employee Collaboration

Service Desk Improvement – 5 Steps to Drive Employee Collaboration

This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective employee collaboration.
Remote Working

So, How’s Remote Working Doing in Your Organization?

Since the pandemic started, how well have remote workers been supported by IT and how does the status quo need to change to better support remote work going forward?
Transform your Retrospectives

Mundane to Motivating: Transform your Retrospectives

Retrospectives are a vital cog in the rhythm of every agile team. But how do you keep them motivating? To help, this article offers up advice for transforming them from mundane to motivating.
Self-service Portal Benefits

How Are Your IT Self-Service Portal Benefits Doing?

Where is your organization currently with IT self-service? Have you succeeded with benefit delivery? Or do you still need to start, improve, or restart your IT self-service capabilities? Help us know more about the current state of self-service in ITSM by taking our short survey.
SIAM Contract Requirements

How to Ensure Your SIAM Contract Requirements Fit the Bill

This article by Steve Morgan outlines the key factors to consider when developing SIAM contract requirements, specifically concerning the use of a disaggregated service model, involving multiple service providers.
Next Era of Service Management

The Next Era of Service Management

The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.
Being Agile

How to Understand What “Being Agile” Means

Being agile seems to be “the new black” in the IT industry, and customers increasingly expect their service providers to be agile. But what does this mean and how do you achieve it? This article explains.
Rethinking the CMDB

Rethinking the Configuration Management Database: Why Traditional Configuration Management Still Fails – and How to Fix It

The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).
Digital Transformation

Digital Transformation Is Not a Chatbot

Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.