4 Ways Digital Transformation Affects IT Support
The new, and higher, expectations of digital consumers – which includes employees – now means that IT organizations need to reassess their IT support services and capabilities across four key areas including service support strategies and service desk operating models; here Sarah Lahav discusses all four.
ITSM Statistics – Does IT Know the Business?
Here you’ll find our latest survey results related to ITSM pros and their business knowledge and focus – with the responses showing both positive and negative aspects of modern-day IT service delivery and support. Read on for analysis covering the likes of customer centricity and the business impact of IT issues.
Change Management Process: Notifications vs. Change Approvals
Change management processes and procedures should be created from the ground up, with scalability, standardization, risk mitigation, and efficiency all at the core. But when defining your process, how do you know when a change notification is sufficient and when an approval is required for a change?
Check Out These 14 Unsung ITSM Social Influencers
Here we highlight some of the unsung ITSM social media heroes; who should be followed for their Twitter sharing, blogging, or both. This is our list of 20 people who should make ITSM “Top Social Influencer” lists but often don’t!
3 Tips for Managing Multiple Personalities on the IT Service Desk
One of the most important aspects of being an IT Service Desk Manager is understanding the personalities of your team members. After all, if you don’t know what makes them tick, what motivates them, or what’s important to them, then how can you effectively manage them?
The Current State and Future of ITSM and ITIL in North America
In this article ITSM authority Troy DuMoulin of Pink Elephant discusses good and poor ITIL behaviors in North America and what the world can learn from them; in addition to how he sees the new version of ITIL helping people in the future.
Culture, Ethics, and Behavior – Why Are We Still Struggling?
Here Paul Wilkinson discusses a key enabler of COBIT – “Culture, Ethics and Behavior” – which can help address people-related issues, and queries why it isn’t seen as sufficiently critical to warrant its further development.
20 Tips for Creating Your ITSM Future
Seven ITSM influencers share their advice on creating your ITSM future: including how the changing landscape demands new approaches, and what you should be considering now (and later) with regards to chatbots and machine learning.
How to Make Your Help Desk a Service Desk Profit Center
How can you move your help desk from being a cost center to a profit center, aligning it with the business outcomes that C-level execs value most highly? Let’s see…
From IT Service Management to Modern Service Management
Read how organizations can use something called “Modern Service Management” to help them move from legacy, traditional IT models to an easier, more efficient, cost effective, and agile service structure.
14 Tips for ITSM Knowledge Management Success
This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.
Why is Software Asset Management So Easy?
What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.
Artificial Intelligence and ITSM: The Rise of the Future Is Upon Us
What can Artificial Intelligence really do for ITSM, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how AI and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.
Knowledge Management – the Current ITSM Success Levels
What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.
5 Ways Your ITSM Tool Must Support Digital Transformation
Digital transformation is a massive undertaking, but you can take advantage of a quick win building on what you already have – your ITSM tool. Find out more here.