ITSM Articles

Why Do Companies Change ITSM Tool?

Posted by Stephen Mann
on September 8, 2016

What was the primary driver behind you last changing your ITSM tool? Lack of flexibility? Security issues? Please share via our poll.

Could You Explain IT Service Management To A Five-Year-Old?

Posted by Stephen Mann
on September 6, 2016

How would you explain some of your ITSM activities to a five-year-old? Or even to somebody outside of your IT Support team for that matter?

Want the 2016 Gartner ITSM Magic Quadrant and Other Analyst ITSM Reports for Free (Well Almost)?

Posted by Sophie Danby
on September 1, 2016

A comprehensive list of links to access ten analyst reports for free including the Gartner ITSSM Magic Quadrant, and Ovum Decision Matrix.

ITSM Tool Selection RFP Basics: “Right Fit Procurement” Tips

Posted by Stephen Mann
on July 14, 2016

10 ITSM Tool Selection RFP Tips, crowdsourced by Roy Atkinson. Including “focus on the right things” and “Don’t get lost in the weeds.” See more here.

ITSM and Business Intelligence: Why Do We Ignore Our ITSM Data?

Posted by Stephen Mann
on June 16, 2016

“Why do we continue to waste the BI opportunity that sits atop our wealth of ITSM data?” Asks Stephen Mann. Read more here.

The Perfect Storm Driving ESM

Posted by Stephen Mann
on May 26, 2016

Stephen Mann takes a look at four key drivers that are helping enterprise service management’s cause. Take a look to see what they are.

ITSM Purpose: What Do Companies Really Want From ITSM?

Posted by Stephen Mann
on May 5, 2016

What do enterprises really want from IT service management? Stephen makes looks at a wide array of answers. Find out more here.

Why isn’t DevOps Delivering the Anticipated Benefits?

Posted by Stephen Mann
on March 25, 2016

“What should we in ITSM be doing in relation to DevOps?” Stephen Mann gives his advice on how to see the value of DevOps. Take a look here.

Taking the “Me” Out of Customer Service

Posted by Stephen Mann
on March 10, 2016

When you’re giving, or receiving, good customer service do you stop to consider these four points? They could help improve your experience.

The Consumerization of IT – A Decade of Distraction

Posted by Stephen Mann
on February 25, 2016

With the consumerization of IT continuing to drive employee expectations of corporate IT, how will this potentially disrupt the way companies deliver IT?

Technology Business Management Benefits for Business Leaders

Posted by Stephen Mann
on February 11, 2016

Stephen Mann looks at the results of a Technology Business Management (TBM) Council and KPMG survey and shares its insights.

Is Better IT Insight Finally In Sight? And I’m Not Talking Big Data

Posted by Stephen Mann
on February 4, 2016

Forgetting Big Data, just how good is your average corporate IT organisation at analysing its IT performance data?

No CIO Ever Got Promoted For… Control and an Obsession With Process Optimisation

Posted by Stephen Mann
on January 21, 2016

CIOs need to do so much more than managing the IT infrastructure, and business applications, if they want the oft-discussed “seat on the board”. Read more here.

ITSM Vendors: Not Just for Christmas Anymore

Posted by Stephen Mann
on November 19, 2015

People don’t benefit from ITSM tool vendors as much as they could. Here Stephen Mann asks ITSM Vendors to share their best ITSM tips and advice.

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