ITSM Articles

The Top 3 Virtual Infrastructure Challenges (and How to Overcome Them)

Posted by John Murnane
on July 4, 2017

From virtual machines, to thin provisioning and security, this article looks at the top three current virtual infrastructure challenges and how to adress them.

DevOps and SIAM: The Happy Nexus

Posted by Daniel Breston
on June 29, 2017

What is the nexus of DevOps and SIAM? Here, Daniel Breston explains their value and how they work in action.

How Consumerization Is Changing IT Support Models

Posted by Jonathan Munn
on June 27, 2017

Consumerization is driving the replication of B2C support capabilities & technologies in IT departments, making it far more than just “a good thing to do.”

Good Attitudes Are Still Prevalent in ITSM

Posted by Ivor Macfarlane
on June 16, 2017

Here Ivor Macfarlane illustrates some of the “good attitudes” conversations that he had as part of a new initiative – ITSM Genie Bar. Take a look.

5 Interesting ITSM Stats from The Latest HDI Report

Posted by Stephen Mann
on June 14, 2017

Thoughts on the most interesting stats in the latest HDI report: The State of Today’s IT: Process Maturity, Business Alignment and Digital Transformation.

ITSM Training – Who Sets the Focus?

Posted by Claire Agutter
on June 13, 2017

Responding to a recent blog on ITSM training, Claire Agutter, an ITSM Tutor, provides her perspective on ITIL training and whether it needs to change.

Not Everyone Needs a Complicated ITSM Tool

Posted by Jonathan Munn
on June 6, 2017

Shouldn’t making life simpler for everyone involved be one of the most important requirements when it comes to ITSM tool selection?

A Fool with An ITSM Tool, Is Still a Fool

Posted by Gabriele Kahlout
on June 1, 2017

Often ITSM tool implementers naively expect users’ adoption to be a by-product of the tool implementation. They forget it’s about PEOPLE, not technology.

5 Questions to Ask Before Introducing ITSM

Posted by Sarah Lahav
on May 30, 2017

This article outlines advice for introducing ITSM to help to ensure that you prevent your company from making many of the common ITSM adoption mistakes.

Digital Transformation Basics for ITSM Pros

Posted by Simon Kent
on May 25, 2017

To begin tackling digital transformation, we must start with the most basic tenet: a definition. So what is it? And what’s your role in it?

Increasing the Value of Non-IT Supporting Processes

Posted by Michiel Croon
on May 17, 2017

With non-IT supporting processes, such as HR’s, there’s no need for significant differences between (the management of) them and IT’s. Here we explain why.

Solution Snapshot – Hornbill Service Manager (May 2017)

Posted by Stephen Mann
on May 17, 2017

This is an in-depth review of the ITSM tool Hornbill Service Manager (May 2017), covering areas such as: solution functionality, pricing, and strategy.