ITSM - ITSM.tools

Story Points – an Agile Invention from Hell or a Useful Tool?

Posted by Linda Frost
on October 13, 2021

This article looks at how story points are used across organizations, with advice on their best application in respect of two common hindrances in the proper application of story points in agile teams.

The State of IT Self-Service in 2021

Posted by Stephen Mann
on October 6, 2021

This article presents some of the key survey findings of our State of IT Self-Service in 2021 report, including how only one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved.

When Is It Time to Move on From Your Service Management Solution?

Posted by Pamela MacMillan
on September 23, 2021

Do you feel stuck with your current service management solution? Is it holding you back? This article via TOPdesk shares 8 signs that it might be time to move on and switch up your service management tool.

Giving Back to the IT Service Management Community – 10 Years On

Posted by Stephen Mann
on September 17, 2021

Collectively we have the answers to most of the questions being asked by ITSM practitioners struggling to do the best job they can in making their organizations a success. If only we shared more – giving back to the ITSM community.

How Do You Choose an ITSM Consultant?

Posted by Stuart Rance
on September 8, 2021

How can you identify an ITSM consultant who will actually deliver targeted advice that will help you meet your goals, rather than generic advice that could have been delivered to any customer? Here’s how.

The State of Service Management 2021

Posted by Stephen Mann
on September 1, 2021

This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.

4 Predictions That Will Impact Your ITSM Strategy

Posted by Rajasekharan Unnikrishnan
on August 12, 2021

This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.

Why Continual Improvement Needs Experience Data

Posted by Sami Kallio
on July 29, 2021

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.

What Kind of IT Organization Do You Work in?

Posted by Patrick Bolger
on July 27, 2021

How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?

Collaboration in IT: a Crowdsourced Perspective

Posted by Sophie Danby
on July 22, 2021

Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?

Wherever and Whenever – How to Support Remote Workers and Mobile Teams

Posted by Bill Mrochek
on July 20, 2021

The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?

Service Desk Improvement – 5 Steps to Drive Collaboration

Posted by Patrick Bolger
on July 6, 2021

This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective collaboration.

How Are Your IT Self-service Portal Benefits Doing?

Posted by Stephen Mann
on June 24, 2021

Where is your organization currently with IT self-service? Have you succeeded with benefit delivery? Or do you still need to start, improve, or restart your IT self-service capabilities? Help us know more about the current state of self-service in ITSM by taking our short survey.

How to Ensure Your SIAM Contract Requirements Fit the Bill

Posted by Steve Morgan
on June 14, 2021

This article by Steve Morgan outlines the key factors to consider when developing SIAM contract requirements, specifically concerning the use of a disaggregated service model, involving multiple service providers.

The Next Era of Service Management

Posted by Nancy Louisnord
on May 27, 2021

The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.

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