ITSM Articles

Modernize ITSM

Modernize ITSM: Transform Digitally, Move from Being Costly to Valued

Many IT Service desk and IT support teams operate as a cost center, struggling to demonstrate their own value to the business. Let’s change this and modernize ITSM. To help, this article offers up 6 ways service and support teams can demonstrate value.
Modernizing IT Management and Delivery

6 Tips for Modernizing IT Management and Delivery

In this article Daniel Card shares a list of common CIO challenges along with advice on how to combat them, providing 6 tips for modernizing IT management and delivery.
Too much churn in the ITSM industry

Is the ITSM Industry About to See Even More Tool Churn?

Is change afoot in the ITSM industry? And is a well-known SMB ITSM tool provider starting to make a play for the enterprise market? Maybe, just maybe.
Governing the cloud

How ITSM Can Now Govern the Cloud

For too long IT service managers have been left out of the cloud explosion. Here Stevie Chambers explains how you can finally address the people, process, and technology aspects of cloud service management.
Staying relevant in IT

What’s “Being Relevant” in IT?

IT isn’t about adding in new technology or automating processes with the latest gadgets and gizmos or buzzword solutions. It’s about facilitating more business value. So how should IT organizations focus on and demonstrate the business value they deliver?
Tips for AI and automation

10 Automation and AI Tips for Working Smarter on the IT Service Desk

Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.
The Avengers as service desk agents

5 Tips for IT Service Desk Agent Recruitment from The Avengers

Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.
Advice on how to create an ITSM roadmap

How to Successfully Create an ITSM Roadmap

There’s a wealth of materials available to help create or improve various ITSM processes and increase levels of maturity. But how do we turn this into a ITSM roadmap? Here Richard Josey discusses how to build and refine yours.
Visualising CMDB Data

Better Configuration Management: CMDB Data Visualization for Free

What’s the best way to represent your configuration item relationships that are created and managed within your CMDB? Here, Mark O’Brien shares his experiences at Leeds Building Society and tips to help you better visualize your CMDB.
ITSM Futures

ITSM Futures: Understanding the 4 Levels of Technology Challenge

In this article, Stephen Mann discusses a variety of ITSM futures including ITSM tool implementations, near-term technology futures, and business disruption.
Risk Management

10 Tips to Make Information-Security Risk Management Less Risky

In this article Daniel Card offers up ten key elements that he thinks enables risk management to bring about business value (and to increase the security posture). Take a look.
Light Version of ITIL’s Change Advisory Board

How to Adopt a Light Version of ITIL’s Change Advisory Board

A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.
Understanding VeriSM

VeriSM Explained as a Service Management Approach

Unfamiliar with VeriSM – the new approach to service management (not just IT service management)? This article provides a brief overview of its philosophy and model, and includes links to other useful sources.
ITSM Magic

ITSM Magic? It’s Not as Silly as it Sounds

Could it be a cool idea to see ourselves as ITSM magicians? Using our magic skills to provide the tools and capabilities our customers need to use? And if so, how do we use this idea to make things better?
Using process compliance to improve ITSM

Improving ITSM Through a Process Compliance Approach

This article looks at the importance of “ITSM Process Compliance”, why it’s needed, what it involves, and the potential pitfalls to avoid. Read more here.