ITSM Archives

5 Tips for IT Service Desk Agent Recruitment from The Avengers

Posted by Jayakrisna Alagarsamy
on April 30, 2018

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.

How to Successfully Create an ITSM Roadmap

Posted by Richard Josey
on April 26, 2018

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.

Better Configuration Management: CMDB Data Visualization for Free

Posted by Mark O'Brien
on April 24, 2018

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: Understanding the 4 Levels of Technology Challenge

Posted by Stephen Mann
on April 23, 2018

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

10 Tips to Make Information-Security Risk Management Less Risky

Posted by Daniel Card
on April 17, 2018

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.

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

Posted by Ricardo Lima Neves
on April 10, 2018

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.

VeriSM Explained as a Service Management Approach

Posted by Saad Mousliki
on April 5, 2018

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? It’s Not as Silly as it Sounds

Posted by Ivor Macfarlane
on April 3, 2018

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?

Improving ITSM Through a Process Compliance Approach

Posted by Amal Lad
on March 28, 2018

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.

Future ITSM, Innovation, and Making ITSM Conference Magic Last

Posted by Simone Moore
on March 28, 2018

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 Needs to Embrace the Third Way of Work

Posted by Simon Morris
on March 27, 2018

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.

ITSM Hot Topics: And in Last Place… People

Posted by Karen Ferris
on March 22, 2018

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.