ITSM Articles

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.
This article looks at the current state of ITSM tools and their capabilities/use cases. Proposing new names for ITSM tools along the way. Before finally making a judgment call on the new name for ITSM tools. What do you think? Does your organization still want an ITSM tool or would a different name be better?
Most changes in ITSM are not quick to come to fruition, as such it’s highly unlikely that ‘trends’ like AI will take the field by storm as many have predicted. But what then should we expect in 2020? This article looks at five trends that may indeed change service management in the year ahead.
This article looks at how organizations can “wrap the cloud with ITSM” for most end users – which helps to create governance “guardrails” for its use. These guardrails simultaneously make the cloud “easier to eat” while also ensuring that it’s also compliant and well-governed.
Ultimately, enterprise service management is about taking the lessons we’ve learned in IT – in particular about service delivery and support – and applying them to the rest of the organization. Interested? To help, this article offers up four tips for getting started with enterprise service management.
At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.