ITSM Articles

ITSM conference

Future ITSM, Innovation, and Making ITSM Conference Magic Last

ITSM conferences offer up a variety of learning opportunities, particularly around the future of the industry and innovation. But do you put into practice what you learn? Here, Simone Jo Moore takes us on the magical conference journey.
ITSM embracing the third way of work

ITSM Needs to Embrace the Third Way of Work

Simon Morris of ServiceNow discusses how it’s time for ITSM to transition to, and embrace, “intelligent work” – by putting people at the center of the experience and technology at the service of that person.
People an ITSM Hot Topics

ITSM Hot Topics: And in Last Place… People

Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
GDPR and ITSM

GDPR – A Great ITSM and Enterprise Service Management Use Case

Did you know that ITSM tools are perfect places for organizations to run their GDPR processes from? Here Richard Josey explains.
Application Performance Management

What is Application Performance Management? APM Explained

What is APM? Why is it needed? What are its benefits? And how do you select the right solution? Find your answers in this article.
AIOps

AIOps – Connecting ITSM and ITOM to Increase Service Quality

Here we look at the real-world operational benefits of using AIOps to connect ITSM and ITOM, and how you can get started.
ITIL Change Management

Garry Protter and the Order of ITIL Change Management

See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.
ITSM Trends and Topics

The 5 Hottest ITSM Trends and Topics for 2018

From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 as voted for by our readers surprise you?
ITSM and DevOps

DevOps and ITSM 101: Your ITSM Questions Answered

Following his recent “Ask the Expert” webinar, industry authority Daniel Breston pens the answers to over 20 pressing ITSM and DevOps questions asked by IT Practitioners.
Steve Jobs and How to Use ITIL

What Steve Jobs Can Still Teach Us About How to Use ITIL

One of the issues with ITIL is not ITIL itself, but how others inappropriately elevate it to a religious level. Can Steve Jobs save us?
ITIL Service Portfolio Management

The ITIL Service Portfolio Management Process Explained

If the goal of your organization is to provide the right IT/business services to your customers, whether internal or external, service portfolio management is a vital step towards meeting governance requirements and delivering value.
Design Thinking and ITSM

Use Design Thinking to Improve Your ITSM

Instead of IT being a business support function, IT is needed as an innovation engine within the company – this means that CIOs must find ways to promote and institutionalize innovation. Design thinking can be one of the ways to do that.
Machine Learning and ITSM

IT Service Management Made Smarter with Machine Learning

This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.
ITSM Consultants

It’s Time to Stop Inviting Cowboy Consultants to the ITSM Rodeo

Remember: just because someone knows some of the language, or because they’ve been on an ITIL course or read the books, doesn’t necessarily make them a good ITSM consultant.
Spectre and Meltdown

What ITSM Pros Need to Know About Spectre and Meltdown

Two major 20-year-old security vulnerabilities in CPU architectures were announced in the form of Spectre and Meltdown. Find out what you should do if your affected here.