ITSM - ITSM.tools

Debunking the Common IT Asset Management Myths

Posted by Pablo Vergne
on December 19, 2019

All too often people view IT asset management as an unnecessary expense or they find a multitude of excuses (which are often based on myths) that prevent them from investing time, effort, and money in ITAM capabilities. So this article aims to debunk said myths, and overlay the facts over the fiction.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

Service Management in 2020 – the 6 Key Challenges

Posted by Patrick Bolger
on December 5, 2019

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.

Which ITSM Topics Will Interest You Most in 2020?

Posted by Sophie Danby
on November 28, 2019

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

7 Tips to Improve Your Future ITSM Capabilities and Other Nuggets

Posted by Stephen Mann
on November 19, 2019

This article offers up a variety of ITSM statistics and tips to help you to improve your future ITSM capabilities, collected by Stephen Mann at the recent BMC Exchange event in London.

8 Tips for Getting Started with DevOps

Posted by Ariel Gesto
on November 7, 2019

Where should your organization start with DevOps? Or, alternatively, if your organization has already started its DevOps journey, what else should it be doing to increase the probability of its efforts realizing the expected benefits of introducing the new ways of working? This article explores.

An Overview of Organizational Change Management

Posted by Stephen Mann
on October 31, 2019

This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.

Why Managed Service Providers Should Connect with Customer Systems

Posted by Alfredo Deambrosi
on October 29, 2019

Increasingly managed service providers (MSPs) are connecting their systems with their customers’ systems. In doing so ultimately improving the user experience in a number of ways, helping MSPs to stand out in the value that they offer. But how are MSPs reaping the rewards of their customer integration efforts?

Here’s How to Make Your ITSM and IT Support Metrics Work Better

Posted by Joe The IT Guy
on October 1, 2019

Have your metrics got too much of an internal focus? Perhaps your SLAs are seen as the adjudicator of performance success? Or maybe you do nothing with performance metrics? Read this article for some simple suggestions to make your ITSM and IT support metrics work better for you and your customers.

The Mistakes to Avoid When Integrating DevOps and ITSM

Posted by Ellie Coverdale
on September 26, 2019

DevOps has changed the face of IT meeting the needs of business operations – from product design to the delivery stage. But the elephant in the room remains, in many cases, how to avoid a collision between DevOps and ITSM approaches. This article aims to help.

How to Drive and Measure User Experience on the IT Service Desk

Posted by Ron van Haasteren
on September 19, 2019

Internally focused performance-based metrics are essential and remain relevant, but they don’t provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. Here we explain how, and the best way to go about it.

Want the 2019 Gartner ITSM Magic Quadrant for Free?

Posted by Sophie Danby
on September 5, 2019

This article provides a list of free-to-access analyst reports (from the likes of Gartner, Forrester, and EMA) for 2019 that coincides with the publication of the most-coveted ITSM tool report going – the 2019 Gartner ITSM Magic Quadrant.

ITSM and Availability Management

Posted by Joe The IT Guy
on September 3, 2019

Ah, availability management. It sounds very comforting because we all want availability – especially when something is needed. But how easy is the availability management practice in ITSM and the new ITIL 4 best practice? This article explores.

How ITSM, ITAM, and Security Teams Can Collaborate Around Asset Data

Posted by Marco Rottigni
on August 22, 2019

For ITSM, ITAM, and security teams IT asset data is essential, but it can often be generated in silos. Instead, these teams should collaborate to ensure that they have all the insight into assets that they need. This article explains how this can be achieved, with IT asset data available to meet the needs of all three of ITSM, ITAM, and security teams.

ITSM Articles