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.
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.
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.
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.
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.
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.
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.
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.