The 5 Hottest ITSM Trends and Topics for 2021
This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
Building an Effective Service Request Process in a SIAM model
Here IT industry authority Steve Morgan provides his advice on how to build an effective SIAM service request process and how to overcome common challenges.
IT Service Desk vs. IT Help Desk: What Do You Need?
In this article, Roy Atkinson explains the differences between an IT help desk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.
Why Organizational Integration is Essential to Digital Transformation
Organizations need to focus on digitally enabled business innovation and experiential excellence if they want to remain competitive over the next few years. Get insights here.
The Current State of ESM and Digital Transformation
ITSM.tools has a new Enterprise Service Management and Digital Transformation survey running in conjunction with AXELOS to provide the industry with fresh adoption data, plus guidance and inspiration. Please take the survey 🙂
Did I Really Learn ITIL Service Management from My Granny?
Here, Ivor Macfarlane takes a nostalgic and very accurate view of ITIL’s seven guiding principles. When it comes to behavior the important ideas that underpin it really haven’t changed much in the last 100 years. Intrigued? Read on.
What Are Your ITSM Priorities for 2021?
This article by Stephen Mann walks through what he thinks should be atop of your list of ITSM priorities for 2021. From security to wellbeing, business resilience to machine learning, your number 1 priority is likely not what you think it should be…
How the IT Department Can Transition from Reactive to Proactive
For IT departments to demonstrate their value, they need to transition from their current reactive role to one that is proactive and strategic. But what steps do they need to take? This article explains.
Taking ITSM from Fluffy Slogans and Buzzwords to Value Delivered.
This article explains, using ITIL guiding principles, how to get engagement, dialog, and a better understanding of the value that’s delivered.
41 Pieces of Practical Advice for IT Leaders
Here, 41 ITSM and IT management industry authorities provide what they believe to be practical advice for IT leaders to help them succeed in 2021 and beyond. The responses are interesting and varied, so please take a look.
The Win(d)s of Change Management – DevSecOps
As part of helping your organization to take a practical and pragmatic approach to change management, the final article in this series looks at change and configuration management, and change management and DevSecOps.
What IT Service Desks Need to Do Now
This article by Patrick Bolger delves into four key steps for IT service desks to take to help drive their organizations out of the global pandemic and into a better 2021.
IT Service Desk Trends for 2021
It was great to see that many IT service desks were a vital part of organizational resilience during 2020. But what happens next as we enter 2021? Here are 4 predictions.
ITOM Explained (including ITOM Definitions)
This article by Stephen Mann takes a dive into the world of IT operations management (ITOM) and how it’s related to IT service management – attempting to offer a definition on what ITOM actually is and why it matters.
Which ITSM Topics Will Interest You Most in 2021?
Which ITSM topics would you like to see us writing content on in 2021? Please share with us which topics would interest you most by taking our quick poll. Your answers will help drive our content schedule in the year ahead.