Giving Back to the IT Service Management Community – 10 Years On
Collectively we have the answers to most of the questions being asked by ITSM practitioners struggling to do the best job they can in making their organizations a success. If only we shared more – giving back to the ITSM community.
How Do You Choose an ITSM Consultant?
How can you identify an ITSM consultant who will actually deliver targeted advice that will help you meet your goals, rather than generic advice that could have been delivered to any customer? Here’s how.
The State of Service Management 2021
This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.
How Do You Value Your Time (and the Time of Others)?
Time is our most precious currency. It has a monetary value. But if time is our most precious currency, then why are we not treating it that way, and using the language of value when we talk about the way we spend it?
How a “The Customer is Always Right” Strategy Helps to Ensure Digital Transformation Success
If you add Montgomery Ward, Carlos Ritz (yes, from Ritz Carlton Hotels), and Richard Normann (Mr. “Moment of Truth”), then you have the foundation for modern-day service management principles and the basis for digital transformation success.
4 Predictions That Will Impact Your ITSM Strategy
This article looks at what a number of service management authorities predict to be the most important changes, or trends, for service management professionals to understand and address in 2021 and beyond. Read it here.
IT Leaders: It’s Time to Talk About Mental Health
As a leader, expecting your team to be open about their mental health at work without leading by example is entirely unrealistic. Here Emma Vallely explains why, and also why one-off reactive pieces of support for mental health don’t really help either.
Why Continual Improvement Needs Experience Data
This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.
What Kind of IT Organization Do You Work in?
How did your IT organization, group, or department fare during the global pandemic? Patrick Bolger’s research identified three distinct groups in terms of performance – where does yours fit?
Collaboration in IT: a Crowdsourced Perspective
Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?
Wherever and Whenever – How to Support Remote Workers and Mobile Teams
The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?
Three Key Elements for Successful Collaboration
Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.
Collaboration. Bingo!
Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?
How to Measure Employee Experience
Organizations are increasingly aware of the importance of employee experience to business operations and outcomes. In particular, that the quality of IT service delivery and support plays an important role – especially in facilitating employee productivity. But how do you measure and improve the employee experience?
Service Desk Improvement – 5 Steps to Drive Employee Collaboration
This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective employee collaboration.