Hot Topics Articles

“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these benefits are explained.
What can a corporate service desk do to better manage and deliver against customer expectations? Here are a few practical tips.
“What should we in ITSM be doing in relation to DevOps?” Stephen Mann gives his advice on how to see the value of DevOps. Take a look here.
How fast does your service desk respond to, and resolve, incidents and service requests? Do you know what your customer expectations are?
When you’re giving, or receiving, good customer service do you stop to consider these four points? They could help improve your experience.
With the consumerization of IT continuing to drive employee expectations of corporate IT, how will this potentially disrupt the way companies deliver IT?
Stephen Mann looks at the results of a Technology Business Management (TBM) Council and KPMG survey and shares its insights.
Forgetting Big Data, just how good is your average corporate IT organisation at analysing its IT performance data?
CIOs need to do so much more than managing the IT infrastructure, and business applications, if they want the oft-discussed “seat on the board”. Read more here.
Heading to Interop, what exactly can the event offer an ITSM professional? What can we expect beyond cloud, cloud and yet more cloud?
All I want for Christmas is … SaaS, cloud, and BYOD? Is this really what end users and business peers want?