ITSM Archives

End-User Experience for IT is Now More Important Than Ever

Posted by Sami Kallio
on April 28, 2020

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?

How COVID-19 Will Change ITSM – a Crowdsourced Perspective

Posted by Sophie Danby
on April 23, 2020

In difficult times, while there needs to be attention on the firefighting at hand, it’s also good to look to the future. So, in this article we asked 36 people from all walks of ITSM to share their thoughts and opinions on how COVID-19 is going to impact the future of ITSM.

ITSM Predictions for a Post COVID-19 World

Posted by Barclay Rae
on April 21, 2020

In IT/technology, we’ve seen the world change and be turned upside down in just 3-4 weeks. Now COVID-19 is making a “new normal” (and not just for ITSM), but what changes can we expect long-term for the ITSM industry? And what impact will this pandemic have on IT operations? Here Barclay Rae shares his views.

Post Pandemic: The Long-Term Changes to ITSM Best Practice

Posted by John Custy
on April 14, 2020

The business economic impact of COVID-19 is likely going to change almost every organization for at least the next 2-3 years. In this article, John Custy proposes eight ways that we can expect to see long-term changes to the world of ITSM after the pandemic.

Are Your People, Processes, and Technology Ready for the “New Normal”?

Posted by Liliana Gary
on April 8, 2020

In a post COVID-19 world many are predicting that increased numbers of employees working remotely will be the new standard. Others are wondering whether we’ll see another COVID-19 style crisis in the near future. Both points offer up an important question: Are your ITSM capabilities – the people, processes, and technology – prepared for the “new norm”?

How Will COVID-19 Change the World of ITSM?

Posted by Patrick Bolger
on April 7, 2020

So much has changed already in the world of ITSM in light of COVID-19. What was important last week could be either vital or irrelevant today. Here, Patrick Bolger shares his views on how the pandemic will impact the industry long-term.

How to Get Started with an Effective Software Asset Management Capability

Posted by Joe The IT Guy
on April 3, 2020

To help your organization to get started with software asset management, here are seven tips for formulating an effective software asset management capability.

Adopting ITIL 4: Moving Organizations from Theory to Practice

Posted by Aray Kaken
on March 31, 2020

This article looks to demonstrate the importance of the ITIL 4 service value system and how demand and opportunities enter the workflows in your organization.

The Two Trends that Will Shape the Future of ITSM

Posted by Charles Araujo
on March 19, 2020

Businesses are in the midst of a fundamental sea-change where everything we know about how the world works will change. In this article, Charles Araujo explains the two macro trends that are converging and how this convergence will impact the future of ITSM.

What Does 2020 Hold for ITIL 4 and Its Adoption?

Posted by Stephen Mann
on March 17, 2020

What does a host of ITSM tool vendor personnel, industry analysts, and training service providers think the year ahead will hold for ITIL 4, when asked: “How do you see ITIL 4 impacting the ITSM industry over the next few years?”

It’s Time to Improve your IT Service Desk Reporting

Posted by Ariel Gesto
on March 11, 2020

If your organization is investing significant time in creating performance reports that aren’t being read or acted upon by your department, then it’s time to put that right. To help, this article provides five IT service desk reporting tips. Take a look!

The Similarities and Differences between ITIL 4 and VeriSM

Posted by George Matrozos
on March 3, 2020

This article explores how the two service management approaches of ITIL 4 and VeriSM are either different or similar by going over their core concepts side-by-side – looking at governance, operational models, principles, and overall concepts.

ITSM in 2020: Five Important Trends to Watch

Posted by Ruben Franzen
on February 27, 2020

Most changes in ITSM are not quick to come to fruition, as such it’s highly unlikely that ‘trends’ like AI will take the field by storm as many have predicted. But what then should we expect in 2020? This article looks at five trends that may indeed change service management in the year ahead.

Do You Need to Invest More in Your Continual Improvement Register?

Posted by Joe The IT Guy
on February 25, 2020

When undertaking continual improvement it’s advisable to have a list of what you’d like to improve, which ITIL 4 calls a Continual Improvement register, and this article by Joe the IT Guy looks at what’s needed to keep your continual improvement register useful.

How ITIL 4 Enhances Interoperability with Other Practices – Think ITIL 4 and DevOps

Posted by Saad Mousliki
on February 20, 2020

This article takes a look at the change in mindset that comes with ITIL 4 and how “value” is positioned as a central element rather than a “service” as in ITIL v3. Plus three ways that it works better with other approaches such as DevOps.

ITSM Articles