Generative AI for Knowledge Management in IT
Generative AI is the new trend taking the internet by storm, but is useful for IT service management? This article by Sanjeev NC explores.
ITXM Learnings: 17 IT Experience Management Learnings
Many of us love lists of practical insights and help. There’s no reason why this isn’t the case for IT experience management (ITXM). Here are 17 experience management learnings Neil Keating has had working with Bright Horse customers.
Digital Maturity Assessment for Next-Gen Service Management
This article discusses the need for a digital maturity assessment in ITSM and explains some of the best practices to be followed while designing and formulating a digital maturity assessment to assess next-gen service management capabilities.
The ITIL Service Portfolio Management Process (ITIL v3)
This article covers everything you need to know about ITIL service portfolio management. Specifically, what a service portfolio is, how it works, and how it can be implemented to improve ITSM.
14 Benefits of Enterprise Service Management (ESM)
“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these 14 ESM benefits are explained at a high level but in a way that transcends IT.
ITSM Tool Vendor Assistance – Don’t Miss the Opportunity for Help
Too often, customers don’t benefit enough from their ITSM tool vendor people’s knowledge, skills, and experience. Or “test” the non-tool capabilities of prospective ITSM tool vendors. Here are some insights.
Digital Services: Value Co-Creation in Organisations with ITIL 4™
Read about how ITIL 4’s value-based outcome-focused approach provides us with skills that are genuinely transferrable. These skills can be applied to co-create value in an era where change increasingly comes quickly, lacking predictability and clarity with VUCA situations shifting our operations.
Confessions of a CIO – Well-being in IT
This article takes an ex-CIO view of the ITSM.tools “Well-being in IT” survey results. Where the survey results are considered based on Daniel Breston’s leadership-grey-hair experience.
13 Practical Tips for Major Incident Management (From the Trenches)
Here Vawns Murphy shares 13 top tips for dealing with a major incident that don’t involve hiding under your desk, chain smoking, or drinking a bottle of vodka. Read it here.
What ITSM Pros Need to Know About Network Security
This article takes a look a look at some of the network security technologies and solutions that ITSM professionals need to know about, including intrusion prevention systems and secure access service edge.
10 Tips for IT-Support Text-Based Chat Success
This article by Stephen Mann shares ten tips to follow when planning your new, or improved, IT-support chat capability. It’s more than simply implementing a new piece of technology.
Linking Experience Management with Existing ITSM Capabilities
The business reliance on IT means IT must take operations and ITSM very seriously. This article by Phyllis Drucker demonstrates the connectivity between existing ITSM practices and employee experience improvement.
Agile Enablement in IT Infrastructure Services and Operations
Can we implement Agile methods, practices, and principles in IT infrastructure support services and operations? The answer is ‘yes’, and this article explores the many ways ‘how’.
5 Tips for Effective Enterprise Service Management Planning
So enterprise service management is happening, but what should you do in terms of enterprise service management planning to increase your organization’s chances of success? This article explores.
The Importance of IT Support to Perceptions of IT’s Value
Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.