How to Successfully Create an ITSM Roadmap
There’s a wealth of materials available to help create or improve various ITSM processes and increase levels of maturity. But how do we turn this into a ITSM roadmap? Here Richard Josey discusses how to build and refine yours.
Better Configuration Management: CMDB Data Visualization for Free
What’s the best way to represent your configuration item relationships that are created and managed within your CMDB? Here, Mark O’Brien shares his experiences at Leeds Building Society and tips to help you better visualize your CMDB.
ITSM Futures: Understanding the 4 Levels of Technology Challenge
In this article, Stephen Mann discusses a variety of ITSM futures including ITSM tool implementations, near-term technology futures, and business disruption.
You Need to Manage What You Cannot Measure in the IT Service Desk
Are you measuring activity-based metrics? Or value-based? And what about customer satisfaction? Do you even know? Here, Industry authority Aale Roos discusses why it’s time to reevaluate your IT service desk metrics, and why.
10 Tips to Make Information-Security Risk Management Less Risky
In this article Daniel Card offers up ten key elements that he thinks enables risk management to bring about business value (and to increase the security posture). Take a look.
How to Adopt a Light Version of ITIL’s Change Advisory Board
A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.
VeriSM Explained as a Service Management Approach
Unfamiliar with VeriSM – the new approach to service management (not just IT service management)? This article provides a brief overview of its philosophy and model, and includes links to other useful sources.
ITSM Magic? It’s Not as Silly as it Sounds
Could it be a cool idea to see ourselves as ITSM magicians? Using our magic skills to provide the tools and capabilities our customers need to use? And if so, how do we use this idea to make things better?
Improving ITSM Through a Process Compliance Approach
This article looks at the importance of “ITSM Process Compliance”, why it’s needed, what it involves, and the potential pitfalls to avoid. Read more here.
Future ITSM, Innovation, and Making ITSM Conference Magic Last
ITSM conferences offer up a variety of learning opportunities, particularly around the future of the industry and innovation. But do you put into practice what you learn? Here, Simone Jo Moore takes us on the magical conference journey.
ITSM Needs to Embrace the Third Way of Work
Simon Morris of ServiceNow discusses how it’s time for ITSM to transition to, and embrace, “intelligent work” – by putting people at the center of the experience and technology at the service of that person.
ITSM Hot Topics: And in Last Place… People
Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
GDPR – A Great ITSM and Enterprise Service Management Use Case
Did you know that ITSM tools are perfect places for organizations to run their GDPR processes from? Here Richard Josey explains.
What Does Customer Experience (CX) Mean for IT Service Desks?
The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.
What is Application Performance Management? APM Explained
What is APM? Why is it needed? What are its benefits? And how do you select the right solution? Find your answers in this article.