Here are our articles on
ITSM
From SLAs to XLAs: Rethinking End-User KPIs for ITSM
Are you still using the same old metrics, key performance indicators, and reactive processes to manage new and modern technologies? It’s time to broaden the scope of your metrics towards XLAs, here David D’Agostino looks at why and how to move past traditional SLAs.
4 Tips for Leading ITSM Employees Through Change
Leading a team through change can be tough. What if something doesn’t work as well as it did before? What if we create bigger problems? What if, what if…? But change doesn’t have to be scary – this article looks at the positive side of change and provides four tips for leading your ITSM employees through it.
Why ITSM Leaders Must Care About Good Data
Have you spent enough time and energy assessing the quality of your ITSM data? No? This article explains why you, as an ITSM leader, need to prioritize and address your organization’s data quality issues, including poor data quality in ITSM.
Hey, Why Did You Change Your ITSM Tool?
If you’ve changed your ITSM tool in the last two years, or are planning to, please can you spare us 30 seconds to let us know why? We last ran this poll in 2017, and will be using the latest results to report on whether or not the key drivers for switching tool have or haven’t changed over the years.
6 Benefits of Visual Asset Dependency Mapping
Want to know more about visual asset dependency mapping? If so, then this article is for you. Please read on to find out more about why it’s essential for your datacenter along with the required steps – starting with the auto-discovery of assets – including six key benefits it delivers.
Experience Matters: 9 CX and ITSM Nuggets from Refresh19
In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.
The Future of ITSM – Survey Results 2019
This article shares the findings of our 2019 Future of ITSM survey, which covered 13 questions on topics such as ITSM best practice and new technologies. Key findings include that 84% of respondents think that working in IT will get harder over the next three years! Click-through for the full report, no sign up required.
Solution Snapshot – Provance IT Service Management v.1903
This is an in-depth review of the ITSM tool Provance IT Service Management v.1810, covering solution functionality, technology, pricing, and strategy.
7 Common ITSM Data Quality Management Issues
This article by Mikko Juola digs into the problem of bad ITSM data, describing the seven most-common data-quality management issues he sees when offering data-quality-improving capabilities to customers; including no data ownership and missing skillsets.
The Importance of Managed Emotional Metrics in ITSM
This article focuses on the importance of emotional metrics. Opinions are subjective of course, however the power of human instinct and feeling should not be ignored. If the customer perceives the service to be sub-par, then the chances are this is the case – regardless of the attainment of any SLA!
4 Tips for Improving the User Experience
This article by Kevin Smith looks at four things that can improve the user experience and help deliver the maximum value from the systems of IT across the business and to the people that are the lifeblood of the organization – including setting clear goals, and transparent design and user testing.
Adopting ITSM Best Practice Approaches: The Benefits and Drawbacks
This article looks at the pros and cons of adopting one or more ITSM approaches – whether it be ITIL, COBIT, or something else. And hopefully, it will encourage you to think about how such approaches will help, or maybe hinder, your organization.