ITSM Articles

The AWS S3 Outage

5 Things You Need To Know About The AWS S3 Outage

The AWS S3 outage cued shrieking; gloating competitors; and anti-cloud ideologues. But what really happened and what do you need to know?
Artificial Intelligence and Customer Service

How Artificial Intelligence Improves Customer Service

The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?
The Road to SIAM

Navigating the Road to SIAM

What exactly differentiates a successful SIAM implementation from a less successful one? Here Martin Goble shares his views and tips.
LinkedIn

The New LinkedIn UI and 7 Tips for Better Corporate IT Releases

The recent LinkedIn UI situation is a great opportunity to take stock of how we design and release new products and services in corporate IT. Here’s why.
ITSM News from Bratislava

ITSM News from Bratislava: ITIL Isn’t Dead Yet

ITIL is just one piece of the jigsaw in Slovakia, used as one part of a portfolio of IT management and ITSM frameworks. But it’s a very valuable part…
Future of ITSM

Are You Ready for The Future of ITSM?

With so many new things bursting onto the scene like DevOps, Agile, Lean, SIAM, IT4IT, what do we need to do to be ready for the future of ITSM?
ITSM News: LANDESK + HEAT = Ivanti

ITSM News: LANDESK + HEAT = Ivanti

As ITSM tool vendors LANDESK and HEAT unite to form “Ivanti”, Stephen Mann gives his thoughts on why it was necessary and what it means for the future.
ITSM Blogs

28 of the Best “Company” ITSM Blogs

There are lots of ITSM blogs out there but which ITSM companies are getting “sharing,” content marketing, and social media right?
Blockchain

Blockchain Organizing: The New Trust Industry

See why “blockchain organizing” means the IT landscape, first design and architecture and after that development and management, will fundamentally change.
Business Value and Serious Play

Improving IT and Business Value with Serious Play

Here Paul Wilkinson explains how you can use serious play to bring IT and business colleagues closer together and identify improvement opportunities.
DevOps and ITSM

DevOps: 5 Tips to Tear Down the “Wall of Confusion”

If the DevOps “wall of confusion” exists at your organization, it’s because you allow it to do so. And you can tear it down, and here’s how…
In ITSM, Where Do the Good Ideas Come From?

ITSM Influencers: In ITSM, Where Do the Good Ideas Come From?

Ivor Macfarlane asks who are the real ITSM influencers? And how do we make the link between these influencer messages and the actual business?
Keeping Up with IT and Business Change

11 Tips for Keeping Up with IT and Business Change

There’s no doubt that the pace of IT and business change is continuing to quicken. But what can ITSM professionals do to keep up with the pace of change?
ITSM and ITIL Processes

Who Has Adopted Which ITSM and ITIL Processes?

Stephen Mann queries if we can ever be 100% sure of anything purporting to be a true picture of adoption levels of ITSM and ITIL processes without a global survey.
The CIO table

What Advice Would You Give Your CIO?

We ask several people “what would be your number one piece of advice for a CIO?” Interestingly, the responses were very varied.