ITSM Articles

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.
ITIL 4 a Crowdsourced Perspective

What Does 2020 Hold for ITIL 4 and Its Adoption?

What does a host of ITSM tool vendor personnel, industry analysts, and training service providers think the year ahead will hold for ITIL 4, when asked: “How do you see ITIL 4 impacting the ITSM industry over the next few years?”
Service Desk Reporting

It’s Time to Improve your IT Service Desk Reporting

If your organization is investing significant time in creating performance reports that aren’t being read or acted upon by your department, then it’s time to put that right. To help, this article provides five IT service desk reporting tips. Take a look!
ITIL 4 and VeriSM Compared

The Similarities and Differences between ITIL 4 and VeriSM

This article explores how the two service management approaches of ITIL 4 and VeriSM are either different or similar by going over their core concepts side-by-side – looking at governance, operational models, principles, and overall concepts.
ITSM in 2020

ITSM in 2020: Five Important Trends to Watch

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.
Continual Improvement Register

Do You Need to Invest in Your Continual Improvement Register?

When undertaking continual improvement it’s advisable to have a list of what you’d like to improve, which ITIL 4 calls a Continual Improvement register, and this article by Joe the IT Guy looks at what’s needed to keep your continual improvement register useful.
ITIL 4 and DevOps

How ITIL 4 Enhances Interoperability with Other Practices – Think ITIL 4 and DevOps

This article takes a look at the change in mindset that comes with ITIL 4 and how “value” is positioned as a central element rather than a “service” as in ITIL v3. Plus three ways that it works better with other approaches such as DevOps.
ITIL 4 Adoption

ITIL 4 Adoption – Where Are We Right Now?

With ITIL 4 the most requested ITSM topic for our 2020 articles, we’ve kicked off a short survey to look at how quickly the ITSM industry is likely to move with ITIL 4 adoption (and/or transition). It’s completely anonymous, so please kindly spare us one minute of your time to complete it?
IT Operating Model

Avoid the Challenges in Bringing True Change to Your IT Operating Model

Are you experiencing a cycle of disappointment and failure in trying to bring about real change in your organization? Here Steve Morgan discusses how a recent trip to the fairground reminded him of the many of the emotions businesses go through during their change programs, and ways to avoid them.
3 Tips for Better Software License Management

3 Tips for Better Software License Management

With ITAM now one of ITIL 4’s 34 management practices, it’s time to raise awareness of all things ITAM-related, including software license management. So, to help this article offers three practical tips on how to get a better handle on your software licensing obligations.
ITSM Cloud Sprawl

How to Run Your Cloud with ITSM Guardrails

This article looks at how organizations can “wrap the cloud with ITSM” for most end users – which helps to create governance “guardrails” for its use. These guardrails simultaneously make the cloud “easier to eat” while also ensuring that it’s also compliant and well-governed.
ITSM Roles

Which IT Support and IT Service Management Roles?

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.