ITSM Articles

COBIT 5

Want to Adopt COBIT? Here Are 6 Tips to Help

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.
Remote Help Desk

What’s a Remote Help Desk and How Do You Set One Up?

The COVID-19 crisis has reinforced the need for remote support and the operation of a remote IT help desk. This article explains how the introduction of a remote IT help desk can be achieved – transforming IT support personnel who are acting independently into a cohesive – and more efficient and effective – IT support capability.
ITIL 4 risk management

Using ITIL 4 Risk Management

The global COVID-19 crisis has focused organizations on many things, including continuity planning and disaster recovery. However, it’s also highlighted the need for better risk management. This article from AXELOS looks at how various ITIL 4 practices will help your organization to better assess and manage risks.
ITSM Tools

Are ITSM Tools Still ITSM Tools?

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?
COVID-19 Pandemic

What Can IT Learn From the COVID-19 Pandemic?

IT leaders must capitalize upon the newfound trust and credibility they’ve gained as a result of their response to the COVID-19 crisis. If there’s a small positive which can be taken from this global pandemic, it’s that new relationships have been formed. In this article, we look at what IT leaders can do to increase the chances of this new closer relationship actually lasting.
Team Collaboration in IT

6 Ways Collaboration Creates Customer-Centric Service

Most IT departments understand the benefits of working collaboratively. However, the idea of ripping up everything they know and considering other departments’ processes is a tough sell. To help, here are six techniques you can use to collaborate better with the other departments in your organization.
End-User Experience for IT

End-User Experience Management for IT is Now Essential

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?
COVID-19 ITSM

How COVID-19 Will Change ITSM – a Crowdsourced Perspective

In difficult times, while there needs to be attention on the firefighting at hand, it’s also good to look to the future. So, in this article we asked 36 people from all walks of ITSM to share their thoughts and opinions on how COVID-19 is going to impact the future of ITSM.
ITSM Predictions

ITSM Predictions for a Post COVID-19 World

In IT/technology, we’ve seen the world change and be turned upside down in just 3-4 weeks. Now COVID-19 is making a “new normal” (and not just for ITSM), but what changes can we expect long-term for the ITSM industry? And what impact will this pandemic have on IT operations? Here Barclay Rae shares his views.
Changes to ITSM Best Practice

Post Pandemic: The Long-Term Changes to ITSM Best Practice

The business economic impact of COVID-19 is likely going to change almost every organization for at least the next 2-3 years. In this article, John Custy proposes eight ways that we can expect to see long-term changes to the world of ITSM after the pandemic.
ITSM Capabilities

Are Your People, Processes, and Technology Ready for the “New Normal”?

In a post COVID-19 world many are predicting that increased numbers of employees working remotely will be the new standard. Others are wondering whether we’ll see another COVID-19 style crisis in the near future. Both points offer up an important question: Are your ITSM capabilities – the people, processes, and technology – prepared for the “new norm”?
COVID-19 and ITSM

How Will COVID-19 Change the World of ITSM?

So much has changed already in the world of ITSM in light of COVID-19. What was important last week could be either vital or irrelevant today. Here, Patrick Bolger shares his views on how the pandemic will impact the industry long-term.
Software Asset Management

How to Get Started with an Effective Software Asset Management Capability

To help your organization to get started with software asset management, here are seven tips for formulating an effective software asset management capability.
Adopting ITIL 4

Adopting ITIL 4: Moving Organizations from Theory to Practice 

This article looks to demonstrate the importance of the ITIL 4 service value system and how demand and opportunities enter the workflows in your organization. 
Future of ITSM

The Two Trends that Will Shape the Future of ITSM

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.