ITSM Articles

ITSM Misinformation and the (ITSM) Walking Dead

Posted by Michael Keeling
on March 24, 2022

Have you ever been told that your business must do something because ITIL/Agile/DevOps, etc. “says so”? If the answer is ‘yes,’ you have been exposed to the zombie experience virus… though most people don’t realize it.

SIAM and SLAs

Posted by Steve Morgan
on March 16, 2022

This article looks at SLAs in a SIAM world. That to succeed (with SIAM), your organization’s service architecture model must be well understood, with the third-party service providers, the SIAM function, and internal service providers working well together.

The 5 Hottest ITSM Trends (and Topics) for 2022

Posted by Sophie Danby
on March 3, 2022

We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.

What 2022 Needs to Know About Employee Experience

Posted by Sami Kallio
on February 24, 2022

This article shares five key insights from The Global IT Experience Benchmark Report™ H2/2021, including how self-service portals are no longer the least liked IT touchpoint and how badly service desk ticket bounces are affecting your users.

(Nearly) Everything You Need to Know About Being an ITSM Pro

Posted by Paul Wilkinson
on February 17, 2022

To help other ITSM professionals from making the same mistakes, wasting time and effort, and putting business value at risk, here Paul Wilkinson shares his advice from a 40+ year career in the industry.

Why Understanding Risks Improves Your Decision-making

Posted by Benjamin Kyvsgaard
on February 10, 2022

Decision-making is such a critical business component that any decision-making is to be encouraged as long as you learn and adapt based on the outcome. And here there’s an important link to understanding risks.

ITSM in 2022: Trends to Watch Now

Posted by Ruben Franzen
on February 3, 2022

In 2022 ITSM professionals need to take more time to think through their long-term strategy and lay the groundwork for future improvements. Here TOPdesk details what to expect.

What’s Needed for Successful Enterprise Service Management

Posted by John Custy
on January 27, 2022

Does your enterprise service management vision focus on employee experience, increasing employee engagement, and improving your customer experience? It should. Here’s why.

Solution Snapshot – DEX Solutions in the ServiceNow Partner Ecosystem

Posted by Stephen Mann
on January 19, 2022

The ability to measure employee experience isn’t yet something that’s natively included within ITSM tools. To help, this Solution Snapshot explains what can be achieved by a small sample of digital experience management or DEX solutions.

What ITSM Help Do You Need in 2022?

Posted by Sophie Danby
on January 12, 2022

As we kick off 2022 it’s time for you – our readers – to let us know which topics you need the most help with in the year ahead, by completing our quick one-question poll. Vote here.

How to Engender an Experience Management Culture in Your IT Organization

Posted by Sami Kallio
on December 30, 2021

This article by Sami Kallio explains why a culture change is needed to be successful with employee experience improvement and how to bring it about across the whole of IT.

What Has the Business got to Do with ITIL 4?

Posted by Paul Wilkinson
on December 15, 2021

Organizations must learn to deal with the unforgiving, harsh reality of business transformation and relentless change. How on Earth, does ITIL 4 make a difference?

How Can ITSM Practitioners Improve Themselves in 2022?

Posted by Sophie Danby
on November 25, 2021

We asked 35 industry authorities for their thoughts on how practitioners should be improving themselves next year. From widening their knowledge, skills, and experience to listening more, here’s what they had to say.

The 5 Simple Rules of Effective IT Governance

Posted by Steve Morgan
on October 28, 2021

Follow the five simple rules described in this article by Steve Morgan to help you to prevent your organization from getting caught out by the common pitfalls when it comes to effective IT governance.

Story Points – Are They a Useful Agile Tool?

Posted by Linda Frost
on October 13, 2021

This article looks at how story points are used across organizations, with advice on their best application in respect of two common hindrances in the proper application of story points in agile teams.

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