ITSM Articles

Why Do Companies Need to Change ITSM Tool?

Why Do Companies Need to Change ITSM Tool?

Has anything changed with the traditional levels of ITSM tool churn? It’s time to get more industry data or, to be more precise, to obtain up-to-date insight into the state of ITSM tools and why organizations need to change ITSM tool. Please take this poll.
CMDBs Overview

CMDBs Explained: Benefits, Best Practices, and How to Build a Successful CMDB

In this article we explore the key benefits of CMDBs, provides 10 key steps for building a successful one, and explains the differences between a CI and an IT asset.
IT Mapping and Service Reliability

What Is IT Mapping and How Can it Improve Service Reliability?

This article explains how IT mapping relates to service reliability and describes key features of network mapping tools that can be useful to ITSM professionals.
Streamline Ticket Triage and Reduce Customer Churn with AI

Streamline Ticket Triage and Reduce Customer Churn with AI

This article considers two common hurdles for ITSM and how to address them: inefficiency of manual ticket triaging and high customer churn due to long ticket resolution times.
ITSM Challenges

ITSM Challenges: The Shiny New Thing that Really Helps Survey

Five key ITSM challenges cause us to fail with each new best practice framework adoption – failing frequently as it were, and consistently – each time in respect of these key areas. This article explains where the issues are.
Hottest ITSM Trends for 2023

The 5 Hottest ITSM Trends (and Topics) for 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
COBIT Overview

COBIT Explained: Important Information for ITSM Pros

From it no longer being an acronym to how the update better addresses recent trends, if you want to know more about what COBIT is and involves, then this article will give you all the important stuff you need to know, as quickly as possible.
ESM and ITSM Processes

ESM – It’s Not Just About ITSM Processes

“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.
ITSM in 2023

ITSM in 2023 and What We Should Learn from Our Past

In this 2023-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2023, we should be more realistic about what we will, or can, achieve.
Become an IT Service Desk Manager

How to Become an IT Service Desk Manager

Are you planning on becoming an IT service desk manager? If so, then this article is just for you. Please read on as Emma Lander covers off much of what’s needed to get you into this role – from the route taken to qualifications that will help.
ITSM Tool Selection Tips

10 Tips for Better ITSM Tool Selection

This article shares ten tips – those related to ITSM process enablement and usability – to help with your ITSM tool selection process. With a link to a further 25 tips.
ITSM in 2023

ITSM in 2023 – the Real Value of Understanding Value Comes from Action

We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.
Ready for Enterprise Service Management (ESM)?

Is Your Company Ready for Enterprise Service Management (ESM)?

Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
Tips for IT Self-Service

ITSM Improvement: Tips for IT Self-Service

Providing employees with self-service access to IT services is commonly seen as a key initiative for overstretched IT service desks – with the aim of reducing costs, speeding up resolutions and provisioning, and delivering a better employee experience. But few are getting it right! This article of tips aims to help.
IT Service Desk Metrics

8 Tips for Better IT Service Desk Metrics

Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.