ITSM Articles

The Software Request Process – What Does Good Look Like?

Posted by Kylie Fowler
on March 11, 2021

This article explores the results of an ITAM survey which asks the software licensing and IT asset management community to self-assess the quality of the software request process in their organization. The answers are pretty revealing. See the results here.

AI Adoption in ITSM

Posted by Stephen Mann
on March 9, 2021

To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?

Enterprise Service Desk: The Challenges (and it’s Not Just a Desk)

Posted by Roy Atkinson
on March 4, 2021

Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.

What ITSM Practitioners Need to Know About Cybersecurity Threats in 2021

Posted by Jordan MacAvoy
on March 2, 2021

The cyber threats landscape is expected to change in 2021. As hackers discover new ways of compromising your business, ITSM personnel must be ready for any attack. Here’s what you need to know.

Flow Metrics Explained

Posted by David Stewart
on February 23, 2021

This article explains what flow metrics are and how they’ll help the operations and outcomes of your service teams and the people within them. Read David Stewart’s insights here.

Want the 2020 Gartner ITSM Magic Quadrant for Free?

Posted by Sophie Danby
on February 18, 2021

Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.

Finding the ITSM Learning Model That Suits You Best

Posted by Jakob Diness
on February 16, 2021

This article takes a look at three learning models that can be used to help you learn more about ITSM: experiential learning, evidence-based learning, and flipped learning. If you’re considering ITSM training in the near future have a read and see which format may work best for you.

What Do You Love Most About Working in IT?

Posted by Sophie Danby
on February 14, 2021

In honor of Valentine’s Day, I asked a number of people working in IT and ITSM roles what they love most about working in IT. The answers were varied and make for interesting reading. Take a look and see if it perhaps reinforces the reason(s) why you also love working in IT (or perhaps don’t).

Culture and Transformation

Posted by Erin Casteel
on February 11, 2021

How can business and IT leaders support the cultural changes that will be needed to increase agility and resilience in the digital age? Here Erin Casteel explores, in her second article of a three-part series.

Why Being Vendor-Neutral Resolves ITSM Tool Implementation Cost Problems

Posted by Mark Twomey
on February 9, 2021

As enterprises consider their IT strategies for the next 12 months, they need to reassess one particular area – how to tackle the excessive ITSM costs that undermine wider digital transformation objectives.

8 Tips for Getting ITSM and ITAM Working Better Together

Posted by Ariel Gesto
on February 4, 2021

This article explains – via eight tips – why and how your ITSM and ITAM capabilities will be better if you focus on getting them working together for the better. Take a look.

Business Transformation: How Business Leaders See the Impact of 2020 and Their Plans for the Future

Posted by Sumit De
on January 30, 2021

TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.

IT Service Desk vs. IT Help Desk: What Do You Need?

Posted by Roy Atkinson
on January 21, 2021

In this article, Roy Atkinson explains the differences between an IT help desk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.

Why Organizational Integration is Essential to Digital Transformation

Posted by Erin Casteel
on January 19, 2021

Organizations need to focus on digitally enabled business innovation and experiential excellence if they want to remain competitive over the next few years. Get insights here.