ITSM Articles

ITSM and ITIL In North America

The Current State and Future of ITSM and ITIL in North America

In this article ITSM authority Troy DuMoulin of Pink Elephant discusses good and poor ITIL behaviors in North America and what the world can learn from them; in addition to how he sees the new version of ITIL helping people in the future.
ITSM Future Tips

20 Tips for Creating Your ITSM Future

Seven ITSM influencers share their advice on creating your ITSM future: including how the changing landscape demands new approaches, and what you should be considering now (and later) with regards to chatbots and machine learning.
Modern Service Management in the Cloud

From IT Service Management to Modern Service Management

Read how organizations can use something called “Modern Service Management” to help them move from legacy, traditional IT models to an easier, more efficient, cost effective, and agile service structure.
ITSM Knowledge Management Tips

14 Tips for ITSM Knowledge Management Success

This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.
Software Asset Management

Why is Software Asset Management So Easy?

What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.
Artificial Intelligence and ITSM

Artificial Intelligence and ITSM: The Rise of the Future Is Upon Us

What can Artificial Intelligence really do for ITSM, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how AI and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.
Celebrating knowledge management success

Knowledge Management – the Current ITSM Success Levels

What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.
Digital Transformation

5 Ways Your ITSM Tool Must Support Digital Transformation

Digital transformation is a massive undertaking, but you can take advantage of a quick win building on what you already have – your ITSM tool. Find out more here.
ISO20000

ISO20000: When Are We Going to Stop Lying to Ourselves? No One is Going to Do All of ITIL

This article looks at how the ISO 20000 international standard for ITSM can help organizations to make the most of ITIL best practice or any other approach. Read on to find out more.
Customer and Employee Experience

What ITSM Pros Need to Know About Customer and Employee Experience

Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.
ITIL Knowledge Management Benefits

ITIL Knowledge Management for the IT Service Desk

Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and customers.
ITSM “Fit for Use”

Four Things That Ensure “Fit for Use”

In IT it’s important to remember that while a solution may be technically-sound and “fit for purpose,” value cannot be realized if those solutions are not also “fit for use.” Here Doug Tedder shares his advice on how to ensure that your solutions are both.
Modernize ITSM

Modernize ITSM: Transform Digitally, Move from Being Costly to Valued

Many IT Service desk and IT support teams operate as a cost center, struggling to demonstrate their own value to the business. Let’s change this and modernize ITSM. To help, this article offers up 6 ways service and support teams can demonstrate value.
Modernizing IT Management and Delivery

6 Tips for Modernizing IT Management and Delivery

In this article Daniel Card shares a list of common CIO challenges along with advice on how to combat them, providing 6 tips for modernizing IT management and delivery.
Too much churn in the ITSM industry

Is the ITSM Industry About to See Even More Tool Churn?

Is change afoot in the ITSM industry? And is a well-known SMB ITSM tool provider starting to make a play for the enterprise market? Maybe, just maybe.