ITSM Articles

Tips for AI and automation

10 Automation and AI Tips for Working Smarter on the IT Service Desk

Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.
The Avengers as service desk agents

5 Tips for IT Service Desk Agent Recruitment from The Avengers

Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.
Advice on how to create an ITSM roadmap

How to Successfully Create an ITSM Roadmap

There’s a wealth of materials available to help create or improve various ITSM processes and increase levels of maturity. But how do we turn this into a ITSM roadmap? Here Richard Josey discusses how to build and refine yours.
Visualising CMDB Data

Better Configuration Management: CMDB Data Visualization for Free

What’s the best way to represent your configuration item relationships that are created and managed within your CMDB? Here, Mark O’Brien shares his experiences at Leeds Building Society and tips to help you better visualize your CMDB.
ITSM Futures

ITSM Futures: Understanding the 4 Levels of Technology Challenge

In this article, Stephen Mann discusses a variety of ITSM futures including ITSM tool implementations, near-term technology futures, and business disruption.
Risk Management

10 Tips to Make Information-Security Risk Management Less Risky

In this article Daniel Card offers up ten key elements that he thinks enables risk management to bring about business value (and to increase the security posture). Take a look.
Light Version of ITIL’s Change Advisory Board

How to Adopt a Light Version of ITIL’s Change Advisory Board

A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.
Understanding VeriSM

VeriSM Explained as a Service Management Approach

Unfamiliar with VeriSM – the new approach to service management (not just IT service management)? This article provides a brief overview of its philosophy and model, and includes links to other useful sources.
ITSM Magic

ITSM Magic? It’s Not as Silly as it Sounds

Could it be a cool idea to see ourselves as ITSM magicians? Using our magic skills to provide the tools and capabilities our customers need to use? And if so, how do we use this idea to make things better?
Using process compliance to improve ITSM

Improving ITSM Through a Process Compliance Approach

This article looks at the importance of “ITSM Process Compliance”, why it’s needed, what it involves, and the potential pitfalls to avoid. Read more here.
ITSM conference

Future ITSM, Innovation, and Making ITSM Conference Magic Last

ITSM conferences offer up a variety of learning opportunities, particularly around the future of the industry and innovation. But do you put into practice what you learn? Here, Simone Jo Moore takes us on the magical conference journey.
ITSM embracing the third way of work

ITSM Needs to Embrace the Third Way of Work

Simon Morris of ServiceNow discusses how it’s time for ITSM to transition to, and embrace, “intelligent work” – by putting people at the center of the experience and technology at the service of that person.
People an ITSM Hot Topics

ITSM Hot Topics: And in Last Place… People

Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
GDPR and ITSM

GDPR – A Great ITSM and Enterprise Service Management Use Case

Did you know that ITSM tools are perfect places for organizations to run their GDPR processes from? Here Richard Josey explains.
Application Performance Management

What is Application Performance Management? APM Explained

What is APM? Why is it needed? What are its benefits? And how do you select the right solution? Find your answers in this article.