ITSM Articles

Organizations must learn to deal with the unforgiving, harsh reality of business transformation and relentless change. How on Earth, does ITIL 4 make a difference?
We asked 35 industry authorities for their thoughts on how practitioners should be improving themselves next year. From widening their knowledge, skills, and experience to listening more, here’s what they had to say.
Follow the five simple rules described in this article by Steve Morgan to help you to prevent your organization from getting caught out by the common pitfalls when it comes to effective IT governance.
This article looks at how story points are used across organizations, with advice on their best application in respect of two common hindrances in the proper application of story points in agile teams.
This article presents some of the key survey findings of our State of IT Self-Service in 2021 report, including how only one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved.
Do you feel stuck with your current service management solution? Is it holding you back? This article via TOPdesk shares 8 signs that it might be time to move on and switch up your service management tool.
Collectively we have the answers to most of the questions being asked by ITSM practitioners struggling to do the best job they can in making their organizations a success. If only we shared more – giving back to the ITSM community.
How can you identify an ITSM consultant who will actually deliver targeted advice that will help you meet your goals, rather than generic advice that could have been delivered to any customer? Here’s how.
This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.
This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?
Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?
The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?
This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective collaboration.