ITSM Articles

Building an ITSM Maturity Model

Building an IT Service Management (ITSM) Maturity Model

Has your organization considered taking a maturity model approach to the improvement of its ITSM capabilities? To help you to understand the opportunity, this article quickly explains the key aspects of maturity model use as part of a service improvement health check.
Choosing the Right ITSM Tool

How Do You Choose the Right ITSM Tool?

Choosing a new ITSM tool is a time-consuming and costly activity, after all selecting the wrong tool will inevitably cause our organization significant issues. To help, this article examines the ten key characteristics of a good tool selection process and highlight some of the pitfalls you’re likely to encounter along the way.
Continual Improvement

#ITSM: 7 Key Ingredients for Continual Improvement

Continuous (or continual) improvement is something that every IT organization should have embedded in its practices. With that in mind, this article by Joe the IT Guy explains how to get the most from your continual improvement methods.
Prince2

Adopting ITIL 4 Using PRINCE2

While PRINCE2 and ITIL are commonly seen as separate bodies of IT management best practice, this article offers a connection between the two – explaining how your organization can use the PRINCE2 methodology to help with its adoption of ITIL 4.
ITIL 4 Adoption

ITIL 4 Adoption Levels – the Surprising Survey Results

One year on from the launch of ITIL 4, we ran an ITSM.tools survey to assess the level of its adoption across exam and qualification uptake, organizational use, and peoples’ expectations of benefits of the new body of ITSM guidance. The results will likely surprise you.
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.