Cloud Migrations and ITSM Practices
This article provides an in-depth understanding of cloud migrations, their significance in the modern IT operations landscape, what can go wrong in cloud migration, and how ITSM professionals can help.
AI and ITSM: Where are We?
There’s currently a lot of interest in AI use cases for ITSM, but how much AI adoption has there been in ITSM to date? To gather new insight, we’re running a short, anonymous, three-question AI and ITSM poll.
Digital Minimalism: The Path to Sustainable IT Service Operations
Digital minimalism isn’t just a trend, it’s a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains.
Employee Well-being Permeates Everything We Do in Technology
“Always ensure that what you do encourages the well-being of your organization, customers, and yourself.” Here Daniel Breston recounts some of his well-being experiences throughout his long IT career and offers helpful tips to others.
IT Support Improvement – Activity Prioritization Explained
Most negative service experiences are due to slowness and tickets not being completed at all – service failure. But what causes slow and failed service? This article explains the three specific causes and how to fix them.
ITIL Adoption: Which ITIL Processes are Adopted First?
If you’re wondering which of the ITIL processes/practices to adopt next, this article looks at what other organizations have done. It’s a small sample size but the distribution of each process across adoption phases is very interesting.
The Need for Advanced ITSM
This article looks at something called “advanced ITSM.” The name isn’t important but the need is. Please read it to understand what advanced ITSM is and what it involves.
Why Organizations Are Still Changing Their ITSM Tools
This article shares data related to how people feel about their ITSM solution and why people switch (or will switch) tools. Plus, additional insights and opinions based on the data.
Incident vs Problem Management: Key Differences, Roles, and Best Practices
Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.
How ITIL Supplier Management Delivers Better Services
This article explains how managing vendors and suppliers using ITIL supplier management can help businesses improve their operations and the benefits, challenges, and solutions associated with this approach.
How To Manage Change Like A Rockstar!
This article looks at tips for managing your change process – from successful communication, to how to handle your change advisory board, and more.
Bringing Agile Into Service Management
Agile is not so much a tool as it is a mindset. But how do you use that philosophy to change the way you work in service management? Here Ruben Franzen shares his experience-based insights.
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.