Knock, Knock – Who’s There? ITIL 4 … ITIL for Who?
While many will notice the 34 ITIL 4 practices vs ITIL v3’s 26 processes, there are other potentially more important points to note with the updated ITIL best practice. For instance, the greater focus on people, and the inclusion of governance in the new ITIL 4 Service Value System (SVS). Here, Paul Wilkinson takes a look.
4 Tips for Great User Experience
This article by Kevin Smith looks at four things that can improve the user experience and help deliver the maximum value from the systems of IT across the business and to the people that are the lifeblood of the organization – including setting clear goals, and transparent design and user testing.
Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?
In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.
Mental Health Issues Often Need Actions Over Words
In the latest in our series of wellbeing articles, Phil Green provides insight into the impact of mental health issues and offers advice on what’s needed to help those suffering to improve their lives – with the aim of getting you to think differently about mental health and how best to help others if they’re suffering.
Adopting ITSM Best Practice Approaches: The Benefits and Drawbacks
This article looks at the pros and cons of adopting one or more ITSM approaches – whether it be ITIL, COBIT, or something else. And hopefully, it will encourage you to think about how such approaches will help, or maybe hinder, your organization.
The Toxic Employee and ITSM
In this article, Daniel Card focuses not just on the minor problems we might have with colleagues, but on the toxic employee behavior that has wider-reaching implications – such as affecting team morale and the wellbeing of individuals – as he explains the traits of a toxic employee.
5 Steps to Improve Your IT Service Desk FCR
Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.
Well-being Issues – When You’ve the Inability to Feel Pleasure
In the second of our wellbeing articles, Ian Stock offers advice based on his personal experiences of wellbeing and mental health; including understanding “anhedonia” – a word that doesn’t seem to be widely known (unlike hedonism). Read more here.
4 Ways to Increase Your IT Service Desk’s Customer Satisfaction Scores
This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.
TOGAF Framework 101: What It Is, Why It Matters, and How to Get Certified
This article looks at some TOGAF (The Open Group Architecture Framework) 101 essentials including: what it is, why organizations value the certification, its benefits, how to become qualified, and the three core ways that it can help both you and your business.
Are Your ITSM Operations Suffering from Bad ITSM Data?
It’s time that we looked at the issue of bad data in IT service management – in this article, Mikko Juola covers a variety related topics from the impact of bad data on ITSM operations to what your organization should be doing about it.
The 5 Hottest ITSM Trends and Topics for 2019
Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!
Professionalism in ITSM – What Really Matters
You wouldn’t let someone with only 10 hours experience in a flight simulator, a theory exam certificate, and no real practical flying experience, fly a commercial jet! So why do we hire people purely based on whether they have an ITIL Foundation certificate? We need more than qualifications and certifications.
DevOps and ITIL: Why DevOps Won’t Replace ITIL in ITSM
DevOps is not a replacement for ITIL, in fact DevOps can complement and enhance the ITIL framework by making the processes simpler and more automated. This article looks at why DevOps won’t replace ITIL, and how it could, and should, improve – and add more agility to – some ITIL processes.
Customer Service is the Elephant in the Room of ITSM
In Aale Roos’ opinion, not a single ITSM framework, standard, or concept is really customer-centric in the sense that customer service would be an important element in it – and so here he asks “where are we, and where should we be, with customer service in ITSM?”