Service Desk Archives

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.

You Need to Manage What You Cannot Measure in the IT Service Desk

Posted by Aale Roos
on April 19, 2018

Are you measuring activity-based metrics? Or value-based? And what about customer satisfaction? Do you even know? Here, Industry authority Aale Roos discusses why it’s time to reevaluate your IT service desk metrics, and why.

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.

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.

What Does Customer Experience (CX) Mean for IT Service Desks?

Posted by Stephen Mann
on March 19, 2018

The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.

Garry Protter and the Order of ITIL Change Management

Posted by Vladimir Leinov
on March 8, 2018

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

Getting Your Service Desk Metrics and Measurement Right

Posted by Stuart Rance
on February 27, 2018

When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.

Is Your IT Support Chatbot’s Weakest Link Your People?

Posted by Stephen Mann
on February 22, 2018

Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?

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

Posted by Matthew Burrows
on February 15, 2018

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?

Alexa Virtual Assistant – Voice as an IT Service Desk Interface

Posted by Martin McKenna
on February 13, 2018

What’s the point of virtual assistants like Alex for the IT service desk? And how can we make use of the technology to improve service desk efficiency? Let’s take a look.

The ITIL Service Portfolio Management Process Explained

Posted by Stephen Watts
on February 8, 2018

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.

The 4 Foundational Pillars for Better IT Service Desk Performance

Posted by Nancy Louisnord
on January 11, 2018

What’s the key to improved IT service desk performance? And what can we learn from an exemplar B2C success story to drive service and support success? Take a look.