AI in IT – So Many Questions Still Need Answering, So Please Help
We’re running another and more detailed AI-focused survey. Because, to get AI adoption right, many IT organizations still need greater granularity as to where they should be focusing, with AI-based statistics a helpful aid in understanding where the IT industry is, what other organizations are doing, and the potential AI adoption pitfalls that need to be avoided.
AI in ITSM Survey Responses
In the summer of 2023, ITSM.tools ran a short survey to better understand the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article presents the survey findings.
Provance ServiceTeam ITSM Enterprise 2.0
This ITSM.tools Solution Snapshot is an in-depth review of Provance ServiceTeam ITSM Enterprise 2.0. The review includes solution functionality, solution technology, pricing and implementation, go-to-market strategy, and key customers.
5 Ways Your IT Team’s Efficiency Boosts Your Business’ Bottom Line
A capable IT team’s efficiency can increase employee morale, boost employee mental health, aid businesses in customer retention, and even expedite the onboarding process for new employees – all of which mean good things for your business’ profit margins.
The IT Service Mapping Process: A Practical Guide
This comprehensive article introduces ITSM professionals to the practical aspects of IT Service Mapping, starting with a clear definition and purpose of IT Service Mapping and its relationship with ITSM.
IT Service Desk Metrics and Benchmarks – Where’s the Value?
As to why IT service desks need metrics and benchmarks, the answer will depend on whom you ask. You don’t always get the right answer either. To help, this article looks at the potential power of, and issues with, IT service desk metrics and benchmarks.
DEX: How IT and Business Technologists Create a Seamless Employee Experience
This article explains why IT and business technologists need to unite, like a Le Mans team, to deliver an exceptional Digital Employee Experience (DEX).
How Chatbots Can Help Your Service Desk
Is your service desk a victim of repetitive questions? How much time would be freed up to handle more pressing issues if automation answered these simple requests immediately? Enter Chatbots.
IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It
When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
ITSM Benefits: The Benefits of IT Service Management
There are many available IT service management (ITSM benefits), but as with any benefits, an organization’s ability to reap them will depend on how well they adopt ITSM best practices. This article shares the types of benefits your organization could reap from ITSM.
Application Security: What ITSM Pros Need to Know
This article explains how application security is becoming an important part of ITSM practice, common technologies and tools, and best practices that can help you enhance security for your organization’s application portfolio.
IT Service Desk Metrics and KPIs: Measuring What Really Matters
This article explains that there likely aren’t just two or three KPIs your IT service desk needs, that IT service desk metric portfolios can be problematic, and how your IT service desk can move its focus to what’s most valuable.
ITSM Quick Wins Explained Simply
“ITSM quick wins” are considered “quick” because they don’t need long-term planning, and “wins” because they result in a positive outcome or a step toward achieving a bigger goal. This article shares some examples of ITSM quick wins.
IT Security and ITSM: Effective Collaboration in the Face of Attacks
What makes a security incident process successful? How can teams respond more efficiently? Why are changes like cloud migrations making this harder? This article explores and aims to help.
ITSM Tool Shortlisting: Focusing on What Matters Most
Avoid the perils of creating a lengthy request for proposal (RFP) spreadsheet as the primary mechanism for your ITSM tool shortlisting exercise, and instead use this alternative method.