ITSM Articles

ITOM Explained

ITOM Explained (including ITOM Definitions)

This article by Stephen Mann takes a dive into the world of IT operations management (ITOM) and how it’s related to IT service management – attempting to offer a definition on what ITOM actually is and why it matters.
ITSM Topics 2021

Which ITSM Topics Will Interest You Most in 2021?

Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.
Kaizen

Drive Your ITSM Improvements with Kaizen

This article by Joe the IT Guy takes a look at the benefits of Kaizen, the key roles involved, the Kaizen process, and how to get started with carrying out kaizen-based improvements.
IT Support in 2021

IT Support’s Required Evolution to Empower Employees in 2021

Empowering employees through IT support in 2021 is not only about channel choice and self-service, it’s also about better meeting employee expectations.
Maturity Matrices

Maturity Matrices are Immature – I Hate Them!

Here Daniel Breston takes a look at IT service management Maturity Matrices and why predescribed ones will never work right for your organization, and how you should instead approach them.
ITSM Certificate

ITSM Certificate or No ITSM Certificate, That Is… Not the Question

How can we make ITSM certificates worth the paper that they’re printed on? This article explores by looking at different forms of training.
Change Management

The Win(d)s of Change Management – adoption advice

In the second part of this series, Gary Percival provides advice on how to adopt a practical and pragmatic approach to change management in the new business and IT worlds.
Well-being Issues in ITSM

Well-being Issues in ITSM – What’s Causing Them?

This article shares the main correlations in our 2020 “wellbeing in IT” survey to help identify what’s causing the wellbeing issues in ITSM.
Kanban

10 Tips for Getting Started with Kanban

Kanban is a popular work – or workflow – management tool, especially in the worlds of Lean, Agile, and Devops? But how do you get started with Kanban boards? And more importantly, how do you make them successful? This article provides 10 key tips to help.
Improving the IT-Business Relationship

Three Mindsets for Improving the IT-Business Relationship

How do we improve the business-IT relationship? There are three mindsets IT should focus on says Nancy Louisnord – this article looks at all three and shares tips on how to achieve them from an IT service desk standpoint.
ITSM trends

2021 ITSM Trends

How will ITSM, or service management per se, need to change in 2021? Or perhaps how it will be forced to change to reflect the radically different world that we now live and work in?
Cloud Engineer

How to ITSMify a Cloud Engineer

Cloud practitioners are usually deeply technical and experts in cloud architectures and software development. However, they’d also benefit from ITSM knowledge when it comes to putting their projects into production. Here Stevie Chambers explains how to achieve this.
Emergency Changes

Emergency Changes – How Preparation Helps to Reduce Risk

Here Joe the IT Guy shares three tips to consider, and apply, before committing your organization to the risk of an emergency change, from questioning the change’s emergency status to taking the time required to make the best decision possible.
Bad ITSM Advice

Knowing the Signs of Potentially Bad ITSM Advice

Here Stephen Mann dives into 9 all-too-common signs of bad ITSM advice – signs that suggest the author or the company they’re representing don’t know as much as think they do. So please, read this through and remember to watch out for these signs next time you read an ITSM article.
ITSM Software Selection

What Are the Similarities Between Buying a Car and ITSM Software Selection?

Of course, you cannot compare buying a car one-on-one with buying ITSM software. But there are some steps in the process of buying a car that can be used in selecting your ITSM software says Stephen Ley. Here he explains 6 key comparisons.