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).
Culture and Transformation
How can business and IT leaders support the cultural changes that will be needed to increase agility and resilience in the digital age? Here Erin Casteel explores, in her second article of a three-part series.
Why Being Vendor-Neutral Resolves ITSM Tool Implementation Cost Problems
As enterprises consider their IT strategies for the next 12 months, they need to reassess one particular area – how to tackle the excessive ITSM costs that undermine wider digital transformation objectives.
8 Tips for Getting ITSM and ITAM Working Better Together
This article explains – via eight tips – why and how your ITSM and ITAM capabilities will be better if you focus on getting them working together for the better. Take a look.
Business Transformation: How Business Leaders See the Impact of 2020 and Their Plans for the Future
TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.
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.