ITSM Articles

Employee-Focused Service Management Strategy

How IT Can Lead Employee-Focused Service Management Strategy

We need to rethink the service delivery process and shift our mindsets as service providers away from that of closing tickets (submitted by end users) to instead prioritizing the needs of employees first! But how do you successfully do this? Here you’ll find five tips to get you started.
Changing ITSM

Changing ITSM – Let’s Talk Customers, AI, and Mental Health

In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.
The Top 10 People Issues of ITSM

The Top 10 People Issues of ITSM (and the ABC of IT)

Best practice adoption failure is often blamed on tools and processes, but in reality these failures are actually caused by people issues. It’s not just limited to best practice though, here Paul Wilkinson looks at the top ten people-related barriers to ITSM success.
Creating a “Brutally Efficient” CAB

Change Management Article: Creating an Efficient CAB

A successful Change Advisory Board (CAB) is a disciplined one! Looking at attendance, process, and other governance aspects, Jan Vromant suggests a set of rules to follow for success that will enable you to transform your CAB into a BECAB – or “brutally efficient” CAB.
4 steps service catalog

4 Steps Towards a Great Service Catalog

This article offers up a quick guide to service catalog success – from getting started, to measuring quality, from checking whether you’re providing services that meet your customers’ needs, to improving your service catalog by matching it to your customer journeys. Get the lowdown here.
enterprise service management and ITSM

How ITSM is Moving Beyond IT to ESM and Greater Business Value

In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.
ITSM Issues

ITSM Issues: from Bad Management and Incompetent Advice

Bad consultants, new fads, poor “best practice”, incompetent research, bad managers, and toxic consulting… Here Aales Roos looks at whether your attempts to improve your organization’s IT service delivery and support capabilities are failing because of all of the above.
How Important is ITIL, and Other Certifications

How Important is ITIL, and Other Certifications, to IT Service Desk Staff?

How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.
Modern Service Management

Modern Service Management and Cloud Services

This article summarizes the 12-step journey to Modern Service Management. It provides useful nuggets of information and takeaways you can apply immediately; with the journey map used to help to prevent and/or mitigate failures and to optimize successes.
Business Value of IT

Understanding How to Demonstrate the Business Value of IT

In order to understand IT services better, and make the translation into business value, they can be broken down into three groups of properties: better IT services, faster delivery of IT services, and cheaper IT services. Here, industry authority Mark Smalley takes a closer look at these three dimensions.
Knowledge Management Issues and IT Service Desks

Tackling Common Knowledge Management Issues for IT Service Desks

Corporate IT service desks have long understood the opportunity, and benefits, of knowledge management, but far too many continue to struggle to make the most of what their service desk agents, and the wider IT organization, already know. The question is: why is this?
Run IT as a Business

Run IT as a Business – 7 Things You Must Do

Here Doug Tedder discusses seven fundamental things that IT must do to run like a business, including: having a compelling portfolio of services and products and exhibiting financial and business acumen. After all, the business of the future demands a technology partner that acts and runs like a business.
DevOps and Business Continuity

The Impact of DevOps on Business Continuity

Agile and DevOps practices are adopted to help resolve complex business issues at speed while still providing an increased certainty of intent, quality, and safety, but have you ever stopped to think about the the impact of Agile and DevOps on your business continuity practices?  
Change Approval

Change Approval in ITSM: Roles, Responsibilities & Best Practices

Should the person you’re asking to approve a change request actually be able to stop a change from occurring, even if everyone else agrees it should occur? This article aims to help you understand who in your organization is best positioned to approve changes.
Knowledge Base Solutions

Comparing Internal Versus External Knowledge Base Solutions

This article aims to provide an overview of the different types of knowledge bases available. The question we want to answer here is: “Is it better for your company to use an internal knowledge base (that’s built into your ITSM tool) or an external knowledge base provided by a third party?”