What core capabilities and practices do organizations need to digitally transform and evolve in a volatile, uncertain, complex, and ambiguous (VUCA) world?
Looking to improve how your technology-based services are designed, created, delivered, supported, and improved? One opportunity is to leverage AIOps capabilities. But how? This article explores and offers up three tips.
This article explores the results of an ITAM survey which asks the software licensing and IT asset management community to self-assess the quality of the software request process in their organization. The answers are pretty revealing. See the results here.
To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?
Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.
The cyber threats landscape is expected to change in 2021. As hackers discover new ways of compromising your business, ITSM personnel must be ready for any attack. Here’s what you need to know.
This article explains what flow metrics are and how they’ll help the operations and outcomes of your service teams and the people within them. Read David Stewart’s insights here.
Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.
This article takes a look at three learning models that can be used to help you learn more about ITSM: experiential learning, evidence-based learning, and flipped learning. If you’re considering ITSM training in the near future have a read and see which format may work best for you.
In honor of Valentine’s Day, I asked a number of people working in IT and ITSM roles what they love most about working in IT. The answers were varied and make for interesting reading. Take a look and see if it perhaps reinforces the reason(s) why you also love working in IT (or perhaps don’t).
How can business and IT leaders support the cultural changes that will be needed to increase agility and resilience in the digital age? Here Erin Casteel explores, in her second article of a three-part series.
As enterprises consider their IT strategies for the next 12 months, they need to reassess one particular area – how to tackle the excessive ITSM costs that undermine wider digital transformation objectives.
This article explains – via eight tips – why and how your ITSM and ITAM capabilities will be better if you focus on getting them working together for the better. Take a look.
TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.
This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
