ITSM Articles

Artificial Intelligence Robiti holding AI

6 Ways AI Can Transform ITSM Tools

Truth to be told, in the future no one knows how advancements in AI will affect our lives. We have to wait and watch. But one thing is sure in terms of ITSM – AI will definitely change ITSM processes and practices. As such, this article digs a little deeper to see how AI will change future ITSM solutions.
Service Desk User Journey

How to Map the Service Desk User Journey for Better User Experiences

Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.
Visual Asset Dependency Mapping

6 Benefits of Visual Asset Dependency Mapping

Want to know more about visual asset dependency mapping? If so, then this article is for you. Please read on to find out more about why it’s essential for your datacenter along with the required steps – starting with the auto-discovery of assets – including six key benefits it delivers.
Cloud Myths

3 Cloud Myths Debunked

There are still organizations out there that are loath to make the move to the cloud. Sometimes the reasons for staying on-premises are very real, but sometimes it might be a case of believing many of these nigh decade-old cloud myths…
Automation and Chatbots

Redefining Enterprise-Level ITSM Through AI-Powered Smart Automation and Chatbots

It’s a simple fact that the impact of Artificial Intelligence on service desks will become valued when AI is able to perform the mediocre tasks service desk teams would rather not do, as well as the actions humans struggle with. With that in mind, this article looks at where AI is taking, and will take, IT support.
Customer experience CX

Experience Matters: 9 CX and ITSM Nuggets from Refresh19

In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.
Cloud migration

8 Tips for Building a Seamless Cloud Migration Strategy

When it comes to cloud migration, IT decision makers often worry about things such as moving complex workloads and possible data loss – but it doesn’t have to be problematic. In this article we share eight tips for building a seamless cloud migration strategy that will help your organization to get things right.
Well-being and Mental Health

Improve IT Support’s Well-being and Mental Health

The service desk can be a stressful environment. The sheer number of calls – and the potentially stressful nature of those calls – can progressively affect agents and their wellbeing. This article looks at possible wellbeing issues on the service desk and offers advice on how to best tackle, or ideally, prevent them.
The future of ITSM 2019

The Future of ITSM – Survey Results 2019

This article shares the findings of our 2019 Future of ITSM survey, which covered 13 questions on topics such as ITSM best practice and new technologies. Key findings include that 84% of respondents think that working in IT will get harder over the next three years! Click-through for the full report, no sign up required.
AI Service Desk

What Service Desk Managers Should Know About AI

Because AI is rapidly changing many of the ITSM operations and tasks we deal with regularly, the time is ripe for disruption of the IT service desk industry. To help explain “the art of the AI possible,” this article looks at the key areas that service desk managers need to understand about AI.
Solution Snapshot - Provance IT Service Management

Solution Snapshot – Provance IT Service Management v.1903

This is an in-depth review of the ITSM tool Provance IT Service Management v.1810, covering solution functionality, technology, pricing, and strategy.
SAM Global Report

SAM Global Report – The Top 5 Takeaways

This article looks at some of the findings and analysis from the recent SAM Charter Software Asset Management Global Report, offering a glimpse into how many organizations are scoring with their SAM maturity.
ITSM Data Quality Management Issues

7 Common ITSM Data Quality Management Issues

This article by Mikko Juola digs into the problem of bad ITSM data, describing the seven most-common data-quality management issues he sees when offering data-quality-improving capabilities to customers; including no data ownership and missing skillsets.
DevOps stable

DevOps Unicorns and Horses for Courses!

In this article Paul Wilkinson questions whether, that while organizations might aim to be DevOps-propelled technology unicorns, there aren’t just unicorns and horses – the reality is that there are many types of horses. And some of them aren’t that great a ride. What on earth is he talking about? Read on.
Enterprise Service Management and Digital Transformation

How Enterprise Service Management Can Learn from Digital Transformation Initiatives

While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.