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IT Service Desk vs. IT Helpdesk: What Kind of Desk Does Your Organization Need?

Posted by Roy Atkinson
on January 21, 2021

In this article, Roy Atkinson explains the differences between an IT helpdesk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.

Common XLA Mistakes and How to Avoid Them

Posted by Sami Kallio
on January 8, 2021

Are you looking to introduce experience management in your organization? No idea where to start? To help, this article by Sami Kallio outlines many of the common XLA mistakes that your organization will face when adopting an experience management approach.

What Are Your ITSM Priorities for 2021?

Posted by Stephen Mann
on January 5, 2021

This article by Stephen Mann walks through what he thinks should be atop of your list of ITSM priorities for 2021. From security to wellbeing, business resilience to machine learning, your number 1 priority is likely not what you think it should be…

How the IT Department Can Transition from Reactive to Proactive

Posted by Jon Cairns
on December 24, 2020

For IT departments to demonstrate their value, they need to transition from their current reactive role to one that is proactive and strategic. But what steps do they need to take? This article explains.

Taking ITSM from Fluffy Slogans and Buzzwords to Value. Delivered.

Posted by Paul Wilkinson
on December 22, 2020

This article explains, using ITIL guiding principles, how to get engagement, dialog, and a better understanding of the value that’s delivered.

41 Pieces of Practical Advice for IT Leaders for 2021

Posted by Sophie Danby
on December 17, 2020

Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.

The Win(d)s of Change Management – Part 3

Posted by Gary Percival
on December 15, 2020

As part of helping your organization to take a practical and pragmatic approach to change management, the final article in this series looks at change and configuration management, and change management and DevSecOps.

What IT Service Desks Need to Do in 2021

Posted by Patrick Bolger
on December 10, 2020

This article by Patrick Bolger delves into four key steps for IT service desks to take to help drive their organizations out of the global pandemic and into a better 2021.

IT Service Desk Trends for 2021

Posted by Liliana Gary
on December 8, 2020

It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.

ITOM Explained (Well Sort Of)

Posted by Stephen Mann
on December 3, 2020

This article by Stephen Mann takes a dive into the world of IT operations management (ITOM) and how it’s related to IT service management – attempting to offer a definition on what ITOM actually is and why it matters.

Which ITSM Topics Will Interest You Most in 2021?

Posted by Sophie Danby
on November 30, 2020

Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.

IT Support’s Required Evolution to Empower Employees in 2021

Posted by Stephen Mann
on November 25, 2020

Empowering employees through IT support in 2021 is not only about channel choice and self-service, it’s also about better meeting employee expectations.

Maturity Matrices are Immature – I Hate Them!

Posted by Daniel Breston
on November 19, 2020

Here Daniel Breston takes a look at IT service management Maturity Matrices and why predescribed ones will never work right for your organization, and how you should instead approach them.

ITSM Certificate or No ITSM Certificate, That Is… Not the Question

Posted by Leif Anderson
on November 17, 2020

How can we make ITSM certificates worth the paper that they’re printed on? This article explores by looking at different forms of training.

The Win(d)s of Change Management – Part 2

Posted by Gary Percival
on November 12, 2020

In the second part of this series, Gary Percival provides advice on how to adopt a practical and pragmatic approach to change management in the new business and IT worlds.

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