Service Desk Articles

ITIL 4 Adoption

ITIL 4 Adoption – Where Are We Right Now?

With ITIL 4 the most requested ITSM topic for our 2020 articles, we’ve kicked off a short survey to look at how quickly the ITSM industry is likely to move with ITIL 4 adoption (and/or transition). It’s completely anonymous, so please kindly spare us one minute of your time to complete it?
ITIL Newbie Mistakes

6 Common ITIL Newbie Mistakes to Avoid

Are you back at work after completing your ITIL exams, wanting to make a difference by putting your newly minted ITSM qualification to work? Well, before you do, take the time to understand the mistakes that are commonly made by people, and their organizations, once ITIL qualified by reading this article.
ITSM 2020 Hot Topics

The 5 Hottest ITSM Trends and Topics for 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.
Predictive Analytics

Predictive Analytics Will Be the Name of the ITSM Game

In the world of service management, it’s a fact that analytics will continue to be a driving force in decision-making in 2020, and in this article we look specifically at how not just analytics, but predictive analytics will continue to grow in importance, impacting ITSM and how organizations conduct business.
IT Asset Management Myths and Unicorns

Debunking the Common IT Asset Management Myths

All too often people view IT asset management as an unnecessary expense or they find a multitude of excuses (which are often based on myths) that prevent them from investing time, effort, and money in ITAM capabilities. So this article aims to debunk said myths, and overlay the facts over the fiction.
Supporting Digital Transformation with ITSM and ITIL 4

ITSM and ITIL 4 for Digital Transformation Initiatives

What is the role of ITSM in supporting an organization’s journey to digital transformation in 2020 and beyond? This article explores.
ITSM trends

ITSM Trends in 2020 – the Crowdsourced Perspective

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
Service Management in 2020 Key Challenges

Service Management in 2020 – the 6 Key Challenges

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.
ITSM Topics in 2020

Which ITSM Topics Will Interest You Most in 2020?

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.
ITIL v3 to ITIL 4 Journey

ITIL v3 to ITIL 4 – IT Service Management Value Co-Creation

Following the launch of ITIL 4 Foundation, the first stage of the ITIL update, AXELOS has now released the ITIL 4 Managing Professional Transition module. This article looks at its key concepts, who they’re applicable to, and provides advice on how to transition from ITIL v3 to ITIL 4.
ITSM Trends for 2020

The Top ITSM Trends for 2020

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
Why Continual Improvement in ITSM is More Important Than You Think

Why Continual Improvement in ITSM is Important

Take a moment to think about continual improvement – you could think about the ongoing need, the concepts behind it, or you could just start with the words themselves – continual, improvement, and service for good measure.  Here Joe the IT Guy takes a closer look using a rather yummy cake analogy.
Service Catalog

3 Ways to Benefit from a Service Catalog

Done well, a service catalog will act as a single, consistent source of information to employees for all of the IT and business services available to them. But how should your organization leverage a service catalog? This article shares advice on how to best exploit a service catalog as a multifaceted ITSM capability.
IT Service Desk Knowledge Management

How to Improve Your IT Service Desk Knowledge Management

Want to know what IT service desks that succeed with knowledge management do differently? Here we share eight tips based on what successful IT service desks have done to achieve their knowledge management success to help you on your own knowledge management journey.
Running Your IT Department

Critical Ingredients for Running Your IT Department

Here Steve Morgan shares nine critical ingredients for running your IT department in 2020 and beyond – and fear not, because the advice contained herein is just as relevant in 2020, as it was in 2010, and as it will be in 2030; with people being the number one important factor!