Service Desk Articles

The State of Service Management

The State of Service Management 2021

This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
Continual Improvement and Experience Data

Why Continual Improvement Needs Experience Data

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
Collaboration in ITSM

Collaboration in IT: a Crowdsourced Perspective

Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?
Support Remote Workers and Mobile Teams

Wherever and Whenever – How to Support Remote Workers and Mobile Teams

The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?
Successful Collaboration

Three Key Elements for Successful Collaboration

Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.
Collaboration

Collaboration. Bingo!

Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?
5 Steps to Drive Employee Collaboration

Service Desk Improvement – 5 Steps to Drive Employee Collaboration

This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective employee collaboration.
Remote Working

So, How’s Remote Working Doing in Your Organization?

Since the pandemic started, how well have remote workers been supported by IT and how does the status quo need to change to better support remote work going forward?
Self-service Portal Benefits

How Are Your IT Self-Service Portal Benefits Doing?

Where is your organization currently with IT self-service? Have you succeeded with benefit delivery? Or do you still need to start, improve, or restart your IT self-service capabilities? Help us know more about the current state of self-service in ITSM by taking our short survey.
Next Era of Service Management

The Next Era of Service Management

The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.
Rethinking the CMDB

Rethinking the Configuration Management Database: Why Traditional Configuration Management Still Fails – and How to Fix It

The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).
Manage an IT Service Desk in a WFA Era

How to Better Manage an IT Service Desk in a WFA Era

The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?
Service Desk A-Z

A Service Desk Guidance A-Z List

This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).
Succeed with AI

How to Succeed with AI in Your Organization

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.
IT Self-Service with Intelligent Automation and Proactive Remediation

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.