ITSM Articles

Emotional Metrics in ITSM

The Importance of Managed Emotional Metrics in ITSM

This article focuses on the importance of emotional metrics. Opinions are subjective of course, however the power of human instinct and feeling should not be ignored. If the customer perceives the service to be sub-par, then the chances are this is the case – regardless of the attainment of any SLA!
DevOps and ITSM Tools

Just How Many DevOps and ITSM Tools Do You *Really* Need?

This article looks at the pros and cons of DevOps toolchains (a combination of tools that aid in the delivery, development, and management of applications throughout the systems development lifecycle) and questions how many DevOps, ITSM, and other IT management tools your organization really needs.
ITIL 4

Knock, Knock – Who’s There? ITIL 4 … ITIL for Who?

While many will notice the 34 ITIL 4 practices vs ITIL v3’s 26 processes, there are other potentially more important points to note with the updated ITIL best practice. For instance, the greater focus on people, and the inclusion of governance in the new ITIL 4 Service Value System (SVS). Here, Paul Wilkinson takes a look.
User experience

4 Tips for Great User Experience

This article by Kevin Smith looks at four things that can improve the user experience and help deliver the maximum value from the systems of IT across the business and to the people that are the lifeblood of the organization – including setting clear goals, and transparent design and user testing.
ITSM Data Issues

Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?

In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.
Adopting ITSM Best Practice Approaches

Adopting ITSM Best Practice Approaches: The Benefits and Drawbacks

This article looks at the pros and cons of adopting one or more ITSM approaches – whether it be ITIL, COBIT, or something else. And hopefully, it will encourage you to think about how such approaches will help, or maybe hinder, your organization.
The Toxic Employee and ITSM

The Toxic Employee and ITSM

In this article, Daniel Card focuses not just on the minor problems we might have with colleagues, but on the toxic employee behavior that has wider-reaching implications – such as affecting team morale and the wellbeing of individuals – as he explains the traits of a toxic employee.
Improve Your IT Service Desk FCR

5 Steps to Improve Your IT Service Desk FCR

Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.
TOGAF Framework 101

TOGAF Framework 101: What It Is, Why It Matters, and How to Get Certified

This article looks at some TOGAF (The Open Group Architecture Framework) 101 essentials including: what it is, why organizations value the certification, its benefits, how to become qualified, and the three core ways that it can help both you and your business.
Bad ITSM Data Issues

Are Your ITSM Operations Suffering from Bad ITSM Data?

It’s time that we looked at the issue of bad data in IT service management – in this article, Mikko Juola covers a variety related topics from the impact of bad data on ITSM operations to what your organization should be doing about it.
ITSM Trends for 2019

The 5 Hottest ITSM Trends and Topics for 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!
Professionalism in ITSM

Professionalism in ITSM – What Really Matters

You wouldn’t let someone with only 10 hours experience in a flight simulator, a theory exam certificate, and no real practical flying experience, fly a commercial jet! So why do we hire people purely based on whether they have an ITIL Foundation certificate? We need more than qualifications and certifications.
DevOps and ITIL

DevOps and ITIL: Why DevOps Won’t Replace ITIL in ITSM

DevOps is not a replacement for ITIL, in fact DevOps can complement and enhance the ITIL framework by making the processes simpler and more automated. This article looks at why DevOps won’t replace ITIL, and how it could, and should, improve – and add more agility to – some ITIL processes.
Customer service

Customer Service is the Elephant in the Room of ITSM

In Aale Roos’ opinion, not a single ITSM framework, standard, or concept is really customer-centric in the sense that customer service would be an important element in it – and so here he asks “where are we, and where should we be, with customer service in ITSM?”
Maximizing the Value of IT Support

Maximizing the Value of New (and Existing) IT Support Capabilities

Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?