ITSM Articles

AI, Machine Learning, and Deep Learning

How to Differentiate Between AI, Machine Learning, and Deep Learning

People often tend to misunderstand the many terms used with artificial intelligence (AI), such as AI itself, machine learning, deep learning, and others. As such, this article aims to help you differentiate and understand the various roles these capabilities can play in IT service management.
ITSM Topics in 2020

Which ITSM Topics Will Interest You Most in 2020?

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.
ITIL v3 to ITIL 4 Journey

ITIL v3 to ITIL 4 – IT Service Management Value Co-Creation

Following the launch of ITIL 4 Foundation, the first stage of the ITIL update, AXELOS has now released the ITIL 4 Managing Professional Transition module. This article looks at its key concepts, who they’re applicable to, and provides advice on how to transition from ITIL v3 to ITIL 4.
ITSM Trends for 2020

The Top ITSM Trends for 2020

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
Future ITSM Capabilities

7 Tips to Improve Your Future ITSM Capabilities and Other Nuggets

This article offers up a variety of ITSM statistics and tips to help you to improve your future ITSM capabilities, collected by Stephen Mann at the recent BMC Exchange event in London.
Intelligent Chatbots

How Intelligent Chatbots Enable Better Enterprise Service Experiences

This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.
Why Continual Improvement in ITSM is More Important Than You Think

Why Continual Improvement in ITSM is Important

Take a moment to think about continual improvement – you could think about the ongoing need, the concepts behind it, or you could just start with the words themselves – continual, improvement, and service for good measure.  Here Joe the IT Guy takes a closer look using a rather yummy cake analogy.
DevOps Tips

8 Tips for Getting Started with DevOps

Where should your organization start with DevOps? Or, alternatively, if your organization has already started its DevOps journey, what else should it be doing to increase the probability of its efforts realizing the expected benefits of introducing the new ways of working? This article explores.
Why Managed Service Providers Should Connect with Customer Systems

Why MSPs Should Connect with Customer Systems

Increasingly managed service providers (MSPs) are connecting their systems with their customers’ systems. In doing so ultimately improving the user experience in a number of ways, helping MSPs to stand out in the value that they offer. But how are MSPs reaping the rewards of their customer integration efforts?
ABC of ICT

Don’t Let an ABC Earthquake Destroy Your Organization’s Digital Transformation

Here Paul Wilkinson discusses the ABC of ICT and how it’s still as relevant today as it was 15 years ago, if not MORE relevant. In particular, that digital transformation initiatives will fail if ABC factors are not addressed.
Service Catalog

3 Ways to Benefit from a Service Catalog

Done well, a service catalog will act as a single, consistent source of information to employees for all of the IT and business services available to them. But how should your organization leverage a service catalog? This article shares advice on how to best exploit a service catalog as a multifaceted ITSM capability.
IT Service Desk Knowledge Management

How to Improve Your IT Service Desk Knowledge Management

Want to know what IT service desks that succeed with knowledge management do differently? Here we share eight tips based on what successful IT service desks have done to achieve their knowledge management success to help you on your own knowledge management journey.
Workplace Well-being

The State of Workplace Well-being in ITSM – it’s Not Great 

With a massive 86% of survey respondents thinking that working in IT is going to get harder in the next three years, here we take a look at the impact that working in ITSM has on employee mental health and wellbeing – showcasing our latest survey results.
Here’s How to Make Your ITSM and IT Support Metrics Work Better

Here’s How to Make Your ITSM and IT Support Metrics Work Better

Have your metrics got too much of an internal focus? Perhaps your SLAs are seen as the adjudicator of performance success? Or maybe you do nothing with performance metrics? Read this article for some simple suggestions to make your ITSM and IT support metrics work better for you and your customers.
DevOps and ITSM Mistakes

The Mistakes to Avoid When Integrating DevOps and ITSM

DevOps has changed the face of IT meeting the needs of business operations – from product design to the delivery stage. But the elephant in the room remains, in many cases, how to avoid a collision between DevOps and ITSM approaches. This article aims to help.