ITSM Articles

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

Posted by Bill Mrochek
on July 20, 2021

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?

Service Desk Improvement – 5 Steps to Drive Collaboration

Posted by Patrick Bolger
on July 6, 2021

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

How Are Your IT Self-service Portal Benefits Doing?

Posted by Stephen Mann
on June 24, 2021

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.

How to Ensure Your SIAM Contract Requirements Fit the Bill

Posted by Steve Morgan
on June 14, 2021

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.

The Next Era of Service Management

Posted by Nancy Louisnord
on May 27, 2021

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.

How to Understand What “Being Agile” Means

Posted by Linda Frost
on May 20, 2021

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.

Digital Transformation: A Look at The Future, Examining the Past

Posted by Ruben Franzen
on May 6, 2021

The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.

How to Develop a Teaching Model for ITSM

Posted by Jakob Diness
on April 29, 2021

This article explains some of the key attributes for creating a successful teaching model for ITSM (or for any other area for that matter).

12 Books Every ITSM Practitioner Should Read

Posted by Earl Begley
on April 27, 2021

Ready to invest more in yourself? Here Earl Begley shares a list of 12 books and publications to read AND utilize to improve your leadership skills as an ITSM practitioner.

The Current State of AI Adoption in ITSM

Posted by Stephen Mann
on April 22, 2021

Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.

A Service Desk Guidance A-Z List

Posted by Jamie Bell
on April 20, 2021

This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).

How to Succeed with AI in Your Organization

Posted by Ian Aitchison
on April 15, 2021

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.

Introducing the 2021 State of Service Management Survey

Posted by Stephen Mann
on April 8, 2021

Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.

Expert Guidance for AI Success in ITSM Use Cases

Posted by Sophie Danby
on March 30, 2021

We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.

How AI Will Impact ITSM in the Next Few Years

Posted by John Custy
on March 25, 2021

What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.

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