ITSM Articles

ITSM in the New Normal

ITSM in the New Normal – a Crowdsourced Perspective

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.
Service Management Tools

The Path Out of COVID-19 Needs Service Management Tools

Research has shown that demand for modern, agile service management tools is greater than ever. This article by Patrick Bolger explains how IT groups with a strong digital strategy – who are acting now – will help the service management tools market to fly.
ITSM in the New Normal

Five Things to Expect of ITSM in the New Normal

What will the “new normal” mean for ITSM? Will it be more or less relevant? Can the ITSM frameworks and methodologies help us adjust, or will it hinder us from achieving credibility with our customers? How will working remotely affect our relationships with our suppliers, customers, and other stakeholders? Here, John Custy explores.
Post-COVID-19 Future

Next Steps for our Post-COVID-19 Future

In this article, industry authority Barclay Rae shares some practical activities that organizations – including yours – can take to plan for ITSM’s post-COVID-19 future across three key areas of: governance, data and analytics, and social continuity.
Cloud Governance

Using ITSM Tools for Cloud Governance

ITSM practitioners, practices, and tools should be considered important guardrails to add to any cloud adoption project. And there are no excuses for an ungoverned cloud. This article explains the importance of ITSM guardrails for cloud governance and lists several key tools and practices to put those guardrails on the cloud.
Business Continuity in Texas

Why isn’t Agile Part of Your Business Continuity Approach?

Are traditional business continuity planning and management practices dated? Daniel Breston thinks so. In this article, he explains many of the common business continuity issues and how blending in newer IT management approaches such as DevOps will help.
Remote Communication Issues

Advice for Common Remote Communication and Collaboration Issues

Without effective remote communication and collaboration skills and enabling toolsets, our businesses face risks and our employees will experience some or all of stress, frustration, fear, uncertainty, and doubt. Here, Paul Wilkinson explores the issues and the solutions in more detail.
Building an ITSM Maturity Model

Building an IT Service Management (ITSM) Maturity Model

Has your organization considered taking a maturity model approach to the improvement of its ITSM capabilities? To help you to understand the opportunity, this article quickly explains the key aspects of maturity model use as part of a service improvement health check.
Choosing the Right ITSM Tool

How Do You Choose the Right ITSM Tool?

Choosing a new ITSM tool is a time-consuming and costly activity, after all selecting the wrong tool will inevitably cause our organization significant issues. To help, this article examines the ten key characteristics of a good tool selection process and highlight some of the pitfalls you’re likely to encounter along the way.
Continual Improvement

#ITSM: 7 Key Ingredients for Continual Improvement

Continuous (or continual) improvement is something that every IT organization should have embedded in its practices. With that in mind, this article by Joe the IT Guy explains how to get the most from your continual improvement methods.
Prince2

Adopting ITIL 4 Using PRINCE2

While PRINCE2 and ITIL are commonly seen as separate bodies of IT management best practice, this article offers a connection between the two – explaining how your organization can use the PRINCE2 methodology to help with its adoption of ITIL 4.
ITIL 4 Adoption

ITIL 4 Adoption Levels – the Surprising Survey Results

One year on from the launch of ITIL 4, we ran an ITSM.tools survey to assess the level of its adoption across exam and qualification uptake, organizational use, and peoples’ expectations of benefits of the new body of ITSM guidance. The results will likely surprise you.
COBIT 5

Want to Adopt COBIT? Here Are 6 Tips to Help

From understanding what governance means to you and your peers, to focusing on COBIT 5’s six enablers, to simply fully appreciating what COBIT is, this article takes a look at how you can get started successfully with COBIT in your organization.
Remote Help Desk

What’s a Remote Help Desk and How Do You Set One Up?

The COVID-19 crisis has reinforced the need for remote support and the operation of a remote IT help desk. This article explains how the introduction of a remote IT help desk can be achieved – transforming IT support personnel who are acting independently into a cohesive – and more efficient and effective – IT support capability.
ITIL 4 risk management

Using ITIL 4 Risk Management

The global COVID-19 crisis has focused organizations on many things, including continuity planning and disaster recovery. However, it’s also highlighted the need for better risk management. This article from AXELOS looks at how various ITIL 4 practices will help your organization to better assess and manage risks.