ITSM Articles

River Value Streams

Value Streams – What You Need to Know

In this article, industry authorities Paul Wilkinson and Daniel Breston discuss the importance of value streams, looking at how they function, and explaining why you’ll need to change your thinking about work to benefit from them.
ITSM in 2020

ITSM in 2020 – It’s Time to Get Focused on the Right Things

This isn’t yet another article listing out five or more things that ITSM pros should be focused on in 2020; instead it looks at helping you identify three things that you need to concentrate your efforts on in 2020 for it to be considered a successful year.
IT Asset Management Myths and Unicorns

Debunking the Common IT Asset Management Myths

All too often people view IT asset management as an unnecessary expense or they find a multitude of excuses (which are often based on myths) that prevent them from investing time, effort, and money in ITAM capabilities. So this article aims to debunk said myths, and overlay the facts over the fiction.
Supporting Digital Transformation with ITSM and ITIL 4

ITSM and ITIL 4 for Digital Transformation Initiatives

What is the role of ITSM in supporting an organization’s journey to digital transformation in 2020 and beyond? This article explores.
Enterprise Service Management Tips

Enterprise Service Management Tips? Heck Yeh!

Ultimately, enterprise service management is about taking the lessons we’ve learned in IT – in particular about service delivery and support – and applying them to the rest of the organization. Interested? To help, this article offers up four tips for getting started with enterprise service management.
ITSM trends

ITSM Trends in 2020 – the Crowdsourced Perspective

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
Service Management in 2020 Key Challenges

Service Management in 2020 – the 6 Key Challenges

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.
AI, Machine Learning, and Deep Learning

How to Differentiate Between AI, Machine Learning, and Deep Learning

People often tend to misunderstand the many terms used with artificial intelligence (AI), such as AI itself, machine learning, deep learning, and others. As such, this article aims to help you differentiate and understand the various roles these capabilities can play in IT service management.
ITSM Topics in 2020

Which ITSM Topics Will Interest You Most in 2020?

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.
ITIL v3 to ITIL 4 Journey

ITIL v3 to ITIL 4 – IT Service Management Value Co-Creation

Following the launch of ITIL 4 Foundation, the first stage of the ITIL update, AXELOS has now released the ITIL 4 Managing Professional Transition module. This article looks at its key concepts, who they’re applicable to, and provides advice on how to transition from ITIL v3 to ITIL 4.
ITSM Trends for 2020

The Top ITSM Trends for 2020

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
Future ITSM Capabilities

7 Tips to Improve Your Future ITSM Capabilities and Other Nuggets

This article offers up a variety of ITSM statistics and tips to help you to improve your future ITSM capabilities, collected by Stephen Mann at the recent BMC Exchange event in London.
Intelligent Chatbots

How Intelligent Chatbots Enable Better Enterprise Service Experiences

This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.
Why Continual Improvement in ITSM is More Important Than You Think

Why Continual Improvement in ITSM is Important

Take a moment to think about continual improvement – you could think about the ongoing need, the concepts behind it, or you could just start with the words themselves – continual, improvement, and service for good measure.  Here Joe the IT Guy takes a closer look using a rather yummy cake analogy.
DevOps Tips

8 Tips for Getting Started with DevOps

Where should your organization start with DevOps? Or, alternatively, if your organization has already started its DevOps journey, what else should it be doing to increase the probability of its efforts realizing the expected benefits of introducing the new ways of working? This article explores.