ITSM Articles

Buying a New ITSM Tool – the Theory vs. the Practice

Posted by Laurence Scott-Mackay
on March 16, 2017

Here we explain how the next time you’re looking to invest in a new ITSM tool you need to think about your selection process in a slightly different way.

3 Things ITSM Practitioners Need to Stop Doing

Posted by Sophie Danby
on March 10, 2017

ITSM best practice is a great thing, but being prescriptive can lead to failure. Here’s some advice for ITSM Practitioners on how ITSM practitioners can use best practice better.

Solution Snapshot – SysAid Winter 17 Release

Posted by Stephen Mann
on March 9, 2017

This is an in-depth review of the ITSM tool SysAid (Winter 17 Release), covering areas such as: solution functionality, technology, pricing, and strategy.

Survey Results: Why Companies Change ITSM Tool

Posted by Stephen Mann
on March 9, 2017

Here we outline survey results related to the continued high levels of ITSM tool churn, what reasons people give for changing tool, and what it maybe means.

The Year that Service Integration and Management Gets Serious

Posted by Claire Agutter
on March 3, 2017

Service integration and management is rapidly growing in popularity. But what is it? How can you benefit from it? More importantly, why should you care?

Speed as Strategy: Building a World of Responsive Enterprises

Posted by Rini Van Solingen
on March 2, 2017

How does your organization cope with the current acceleration of speed? How do you stay in control in this fast changing world? The answer is simple…

How Artificial Intelligence Improves Customer Service

Posted by Parit Patal
on February 23, 2017

The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?

Navigating the Road to SIAM

Posted by Martin Goble
on February 22, 2017

What exactly differentiates a successful SIAM implementation from a less successful one? Here Martin Goble shares his views and tips.

The New LinkedIn UI and 7 Tips for Better Corporate IT Releases

Posted by Martin McKenna
on February 20, 2017

The recent LinkedIn UI situation is a great opportunity to take stock of how we design and release new products and services in corporate IT. Here’s why.

ITSM News from Bratislava: ITIL Isn’t Dead Yet

Posted by Ivor Macfarlane
on February 10, 2017

ITIL is just one piece of the jigsaw in Slovakia, used as one part of a portfolio of IT management and ITSM frameworks. But it’s a very valuable part…

Are You Ready for The Future of ITSM?

Posted by Claire Agutter
on February 9, 2017

With so many new things bursting onto the scene like DevOps, Agile, Lean, SIAM, IT4IT, what do we need to do to be ready for the future of ITSM?

6 Tips for ITSM Conference Attendance

Posted by Elzette Wilkinson
on February 7, 2017

With so many sessions on offer, people to meet, and new ideas to digest, how can you be sure to make the best of your next ITSM conference experience?

ITSM News: LANDESK + HEAT = Ivanti

Posted by Stephen Mann
on February 2, 2017

As ITSM tool vendors LANDESK and HEAT unite to form “Ivanti”, Stephen Mann gives his thoughts on why it was necessary and what it means for the future.

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