ITSM Articles

Implementing an ITSM Tool

How to Successfully Implement a New ITSM Tool

The fact is that you have to change various aspects of your existing practices in order to deliver the benefits you expect from any new ITSM tool, and that’s not easy. To help, here are five tips that range from using organizational change management tools and techniques to adopting continual improvement.
ITSM Tool Churn Results

Do You Know the Main Reasons Organizations Change ITSM Tool?

The ITSM industry still sees a high level of ITSM tool churn. To better understand the main reasons why we ran a poll for anyone that had changed ITSM tool in the last two years. This article shares the results and also compares them against our previous ITSM tool churn polll, which we ran in 2017.
Reading Knowledge

The Growing Importance of Knowledge to IT Support

We all know the value of knowledge management in helping IT support, but it’s important not to forget two additional use cases for ITSM knowledge and how it can make a big difference to the level of success for both IT self-service and the introduction of AI-enabled IT support capabilities. Here we explain more.
CMDB Software Asset Management (SAM)

How to Use SAM to Create and Maintain your CMDB

While much has been written about the need for ITSM and ITAM to work closely together, in this article Rory Canavan goes a step further to explain how software asset management can add value to ITSM’s service configuration management practice.
Putting Your ITIL Qualification to Use

8 Tips for Putting Your ITIL Qualification into Practice 

If you’ve just taken your ITIL Foundation Certification exam or if you’ve still to take it and are thinking about how best to use your learning in the workplace, then this article is for you. Take a read of these eight tips for putting your new ITIL learning into practice.
Benefits of Self-Service

5 Key Benefits of Self-Service for IT

Notwithstanding the fact that a dollar saved by IT through badly-implemented self-service might incur an extra two dollars of costs from an end-user perspective, cost savings are not the only driver for self-service and, for many, it’s not the most important benefit. Here we look at the other additional benefits.
Why & What Change Management Is in ITSM

Why & What Change Management Is in ITSM: Purpose, Definitions, and Best Practices

Where does one start when looking at change management or change control as it’s now known in ITIL 4? It can be very daunting at the outset, but the steps outlined in this article should help to get you started, along with example KPIs to help you measure your success.
XLAs: Rethinking End-User KPIs for ITSM

From SLAs to XLAs: Rethinking End-User KPIs for ITSM

Are you still using the same old metrics, key performance indicators, and reactive processes to manage new and modern technologies? It’s time to broaden the scope of your metrics towards XLAs, here David D’Agostino looks at why and how to move past traditional SLAs.
Will AI Unlock Self-Help?

ITSM Futures: Will AI Unlock Self-Help?

This article by Roy Atkinson takes a deep dive into recent HDI research to shed some light on the current state of knowledge management, the reasons organizations have decided to provide self-help, how they provide that help, and what some of the barriers to improvement are.
Service Request Processes

7 Tips to Optimize Service Request Processes for Digital Transformation

This article asks how we can possibly expect to achieve our digital transformation agenda without basic service request management building blocks in place, and offers up seven tips for optimizing your service request management capabilities as part of your organization’s digital transformation activities.
Leading a Team Through ITSM Change

4 Tips for Leading Employees Through ITSM Change

Leading a team through change can be tough. What if something doesn’t work as well as it did before? What if we create bigger problems? What if, what if…? But change doesn’t have to be scary – this article looks at the positive side of change and provides four tips for leading your ITSM employees through it.
ITSM Leader Coping With Bad Data

Why ITSM Leaders Must Care About Good Data

Have you spent enough time and energy assessing the quality of your ITSM data? No? This article explains why you, as an ITSM leader, need to prioritize and address your organization’s data quality issues, including poor data quality in ITSM.
SIAM Tips

10 Tips for Using SIAM to Deliver Better IT Services and Support

SIAM is an approach for managing multiple suppliers of business and IT services, seamlessly integrating them to provide a single business-facing IT organization and “end-to-end services” that meet business requirements. If you’re considering SIAM within your organization, here’s 10 tips to help.
Business Relationship Management Analyst

10 Tips for Business Relationship Management in ITSM

BRM is a great ITSM capability that helps IT organizations to focus on, and to deliver against, the wants and needs, and expectations, of IT service consumers and providers. But how should your organization start out? The following ten tips should help your IT organization to get started on its BRM journey.
ITSM Solution Replacement

Hey, Why Did You Change Your ITSM Solution?

If you’ve changed your ITSM tool in the last two years, or are planning to, please can you spare us 30 seconds to let us know why? We last ran this poll in 2017, and will be using the latest results to report on whether or not the key drivers for switching tool have or haven’t changed over the years.