10 People-Related Tips for ITSM Success
Here Paul Wilkinson covers the things that can help IT organizations to traverse the people-related issues and barriers to success – sharing a list of 10 critical success factors, crafted as tips, for dealing with the ABC of IT. The only questions is: how much of this are you already doing?
Getting Process Automation and Digital Transformation Right
Automation of processes (across the organization) is something that should be treated very seriously and carefully – it can be dangerous when not properly implemented and/or defined. Here we look at the key requirements for, and benefits of, successful process automation (and digital transformation).
Mental Health and Well-being in IT – a Personal Account
There’s a big focus on mental wellbeing in IT right now, but we still seem to be struggling to break away from “the stigma” related to the “darker” side of mental health. To hopefully help others to speak out, Stephen Mann has written about his personal experiences with work-related stresses.
Which ITSM Topics Will Interest You, and Your Peers, in 2019?
Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.
“I Want 100% Security!” – Improving Security, the Jedi Way
Does the information security world owe a huge debt to the wisdom of Star Wars? And is there a way to improve your organization’s security approach and posture using the wisdom of Jedi? Security authority Daniel Card explores.
Bringing Agile and ITSM Together for Better IT and Business Outcomes
Here Nancy Van Elsacker Louisnord provides insight into how service desk professionals can bring together the agile methodology and IT service management (ITSM) for increased value creation; and looks at the current uptake of Agile in ITSM referencing latest industry statistics.
What’s the Problem with Incident and Problem Management?
Here Aale Roos questions whether the combination of incident and problem management is an obsolete model, how risk management can help, and where Cynefin fits into the equation.
ITSM Future Readiness – Please Take the 2019 Survey
Building off of our 2017 analysis, this article introduces a new ITSM.tools survey that we hope will help IT service management pros to better understand where the future of ITSM is heading and what they should be thinking about (and then doing).
Does Your IT Organization Have the “Good Skills”?
This article by Matthew Burrows focuses on the state of skills, using the Digital Skills Landscape 2018 report, from SkillsTx and BSMimpact, to highlight the current state of skills availability in IT. Are we overly humble in our opinion of our skills or is it the reverse?
ITSM is Dead. Long live Artificially Intelligent Service Management
Here Ian Aitchison introduces his concept of “Artificially Intelligent Service Management,” described as ITSM, but with a rich and creamy layer of artificial intelligence on top – like icing on a cake. Sound hungry? We mean interested… click-through to read more.
“Run and Reinvent” – a New Mantra for IT and ITSM Professionals?
ITSM pros have spent a long, long time working with a remit to “do more with less.” Then, more recently, the much-more-suitable mantra of “better, faster, cheaper” has come into vogue; but this still overlooks the separation of IT activities, and costs, related to two distinct business needs. Read why here.
Does the Service Engineer Ever Get the Right Credit?
This article looks at what happens when a major incident occurs and how the involved service engineer’s work is regarded. Are you giving them the incentives and credit that they deserve?
5 Steps to a Better Problem Management Process
If you’re looking to improve your problem management process, while juggling it with incident management, then striking a balance between them is key. And luckily, it’s not too difficult to achieve! Here Hannah Price shares her top 5 tips for both reactive and proactive problem management success.
How IT Can Lead Employee-Focused Service Management Strategy
We need to rethink the service delivery process and shift our mindsets as service providers away from that of closing tickets (submitted by end users) to instead prioritizing the needs of employees first! But how do you successfully do this? Here you’ll find five tips to get you started.
Changing ITSM – Let’s Talk Customers, AI, and Mental Health
In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.