ITSM - ITSM.tools

Want the 2016 Gartner ITSM Magic Quadrant and Other Analyst ITSM Reports for Free (Well Almost)?

Posted by Sophie Danby
on September 1, 2016

A comprehensive list of links to access ten analyst reports for free including the Gartner ITSSM Magic Quadrant, and Ovum Decision Matrix.

ITSM Tool Selection Basics: 10 Tips to Make RFP Stand for “Right Fit Procurement”

Posted by Stephen Mann
on July 14, 2016

10 ITSM Tool Selection RFP Tips, crowdsourced by Roy Atkinson. Including “focus on the right things” and “Don’t get lost in the weeds.” See more here.

ITSM and Business Intelligence: Why Do We Ignore Our ITSM Data?

Posted by Stephen Mann
on June 16, 2016

“Why do we continue to waste the BI opportunity that sits atop our wealth of ITSM data?” Asks Stephen Mann. Read more here.

IT in the Park Preview

Posted by Stephen Mann
on May 12, 2016

Ahead of the first IT in the Park event, Toby Moore chatted to Stephen Mann about his session ‘Provide People Support, Not IT Support’.

What Do Companies Really Want From ITSM?

Posted by Stephen Mann
on May 5, 2016

What do enterprises really want from IT service management? Stephen makes looks at a wide array of answers. Find out more here.

Managing Customer Expectations; Part Two

Posted by Stephen Mann
on March 31, 2016

What can a corporate service desk do to better manage and deliver against customer expectations? Here are a few practical tips.

Why isn’t DevOps Delivering the Anticipated Benefits?

Posted by Stephen Mann
on March 25, 2016

“What should we in ITSM be doing in relation to DevOps?” Stephen Mann gives his advice on how to see the value of DevOps. Take a look here.

Managing Customer Expectations; Part One

Posted by Stephen Mann
on March 24, 2016

How fast does your service desk respond to, and resolve, incidents and service requests? Do you know what your customer expectations are?

Taking the “Me” Out of Customer Service

Posted by Stephen Mann
on March 10, 2016

When you’re giving, or receiving, good customer service do you stop to consider these four points? They could help improve your experience.

Where is the ITSM Industry Going?

Posted by Stephen Mann
on February 18, 2016

This article offers a deep dive into Naavia’s latest survey of the ITSM Industry makes for an interesting read. See more here.

Reaping the Benefits of Technology Business Management

Posted by Stephen Mann
on February 11, 2016

Stephen Mann looks at the results of a Technology Business Management (TBM) Council and KPMG survey and shares its insights.

Is Better IT Insight Finally In Sight? And I’m Not Talking Big Data

Posted by Stephen Mann
on February 4, 2016

Forgetting Big Data, just how good is your average corporate IT organisation at analysing its IT performance data?

No CIO Ever Got Promoted For… Control and an Obsession With Process Optimisation Don’t Cut It

Posted by Stephen Mann
on January 21, 2016

CIOs need to do so much more than managing the IT infrastructure, and business applications, if they want the oft-discussed “seat on the board”. Read more here.

2014 itSMF USA Awards: We’re All Winners When We Share

Posted by Stephen Mann
on November 26, 2015

Stephen Mann asks the itSMF USA regional members of the year to share the three pieces of advice they’d give to service management peers.

ITSM Articles