Introducing the 2021 State of Service Management Survey
Can you help us to create and share much-needed industry statistics on the state of service management by answering our latest survey? The results will be helpful to many ITSM.tools readers and ITSM practitioners. Thank you.
Enabling IT Self-Service with Intelligent Automation and Proactive Remediation
What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.
AI Success in ITSM Use Cases
We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.
How AI Will Impact ITSM in the Next Few Years
What do organizations need to be doing to ensure that they use AI to their best advantage? This article by John Custy seeks to answer this, as well as other key questions that you and your colleagues might have related to AI, machine learning, and ITSM.
Digital Transformation Core Capabilities: Navigational Aids for a VUCA World
What core capabilities and practices do organizations need to digitally transform and evolve in a volatile, uncertain, complex, and ambiguous (VUCA) world?
Viewing AIOps Through a Business Lens
Looking to improve how your technology-based services are designed, created, delivered, supported, and improved? One opportunity is to leverage AIOps capabilities. But how? This article explores and offers up three tips.
The Software Request Process – What Does Good Look Like?
This article explores the results of an ITAM survey which asks the software licensing and IT asset management community to self-assess the quality of the software request process in their organization. The answers are pretty revealing. See the results here.
AI Adoption in ITSM
To help industry understanding around the adoption of AI-enabled capabilities, we’re running a quick, anonymous three-question survey that seeks to provide readers with a snapshot of where the industry is. Can you please help?
Enterprise Service Desk: The Challenges (and it’s Not Just a Desk)
Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.
What ITSM Practitioners Need to Know About Cybersecurity Threats in 2021
The cyber threats landscape is expected to change in 2021. As hackers discover new ways of compromising your business, ITSM personnel must be ready for any attack. Here’s what you need to know.
Master the ITIL 4 Service Desk Practice: The Essential Guide for ITSM Teams
This article by Jamie Bell focuses on one of the ITIL 4 Service Management Practices – the Service Desk practice. As well as the associated practice guide and what it entails. Get all the details here.
Flow Metrics Explained
This article explains what flow metrics are and how they’ll help the operations and outcomes of your service teams and the people within them. Read David Stewart’s insights here.
Want the 2020 Gartner ITSM Magic Quadrant for Free?
Here we’ve rounded up a list of seven of the most recent analyst reports for ITSM that are free-to-access via ITSM tool vendors. This includes the latest Gartner Magic Quadrant and Critical Capabilities reports. Get them all here.
Finding the ITSM Learning Model That Suits You Best
This article takes a look at three learning models that can be used to help you learn more about ITSM: experiential learning, evidence-based learning, and flipped learning. If you’re considering ITSM training in the near future have a read and see which format may work best for you.
What Do You Love Most About Working in IT?
In honor of Valentine’s Day, I asked a number of people working in IT and ITSM roles what they love most about working in IT. The answers were varied and make for interesting reading. Take a look and see if it perhaps reinforces the reason(s) why you also love working in IT (or perhaps don’t).