ITSM - ITSM.tools

How Do You Choose the Right ITSM Tool?

Posted by Steve Morgan
on June 10, 2020

Choosing a new ITSM tool is a time-consuming and costly activity, after all selecting the wrong tool will inevitably cause our organization significant issues. To help, this article examines the ten key characteristics of a good tool selection process and highlight some of the pitfalls you’re likely to encounter along the way.

Want to Adopt COBIT? Here Are 6 Tips to Help

Posted by Ariel Gesto
on May 27, 2020

From understanding what governance means to you and your peers, to focusing on COBIT 5’s six enablers, to simply fully appreciating what COBIT is, this article takes a look at how you can get started successfully with COBIT in your organization.

5 Key Considerations When Designing an Effective Service Request Catalog Framework

Posted by Graham Heard
on May 14, 2020

This article provides an overview of why a Service Request Catalog Framework is an important addition to an enterprise’s overall service strategy – and offers up five tips for you to get started in creating one.

Are ITSM Tools Still ITSM Tools?

Posted by Stephen Mann
on May 7, 2020

This article looks at the current state of ITSM tools and their capabilities/use cases. Proposing new names for ITSM tools along the way. Before finally making a judgment call on the new name for ITSM tools. What do you think? Does your organization still want an ITSM tool or would a different name be better?

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.

ITSM in 2020: Five 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.

Which IT Support and ITSM Roles Does Your Organization Have and Need?

Posted by Roy Atkinson
on February 4, 2020

Are you a little confused by vast array of common IT support and ITSM roles? If you want to better understand your support center managers to your ITSM process owners, this article by industry authority Roy Atkinson is for you.

ITSM in 2020 – It’s Time to Get Focused on the Right Things

Posted by Stephen Mann
on January 7, 2020

This isn’t yet another article listing out five or more things that ITSM pros should be focused on in 2020; instead it looks at helping you identify three things that you need to concentrate your efforts on in 2020 for it to be considered a successful year.

Enterprise Service Management Tips? Heck Yeh!

Posted by Joe The IT Guy
on December 12, 2019

Ultimately, enterprise service management is about taking the lessons we’ve learned in IT – in particular about service delivery and support – and applying them to the rest of the organization. Interested? To help, this article offers up four tips for getting started with enterprise service management.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

Service Management in 2020 – the 6 Key Challenges

Posted by Patrick Bolger
on December 5, 2019

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.

Which ITSM Topics Will Interest You Most in 2020?

Posted by Sophie Danby
on November 28, 2019

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

7 Tips to Improve Your Future ITSM Capabilities and Other Nuggets

Posted by Stephen Mann
on November 19, 2019

This article offers up a variety of ITSM statistics and tips to help you to improve your future ITSM capabilities, collected by Stephen Mann at the recent BMC Exchange event in London.

ITSM Articles