The Current Status and Perspectives of the IT Service Desk
This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.
ITIL Knowledge Management for the IT Service Desk
Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and customers.
Four Things That Ensure “Fit for Use”
In IT it’s important to remember that while a solution may be technically-sound and “fit for purpose,” value cannot be realized if those solutions are not also “fit for use.” Here Doug Tedder shares his advice on how to ensure that your solutions are both.
Modernize ITSM: Transform Digitally, Move from Being Costly to Valued
Many IT Service desk and IT support teams operate as a cost center, struggling to demonstrate their own value to the business. Let’s change this and modernize ITSM. To help, this article offers up 6 ways service and support teams can demonstrate value.
6 Tips for Modernizing IT Management and Delivery
In this article Daniel Card shares a list of common CIO challenges along with advice on how to combat them, providing 6 tips for modernizing IT management and delivery.
Is the ITSM Industry About to See Even More Tool Churn?
Is change afoot in the ITSM industry? And is a well-known SMB ITSM tool provider starting to make a play for the enterprise market? Maybe, just maybe.
How to Measure Service Desk Value
In this article, Aale Roos shares practical examples of how to best measure IT service desk value – and it doesn’t involve activity metrics such as availability and/or MTTR.
How ITSM Can Now Govern the Cloud
For too long IT service managers have been left out of the cloud explosion. Here Stevie Chambers explains how you can finally address the people, process, and technology aspects of cloud service management.
Machine Learning and The Third Way of Work
Technologies such as AI, machine learning, and natural language processing have finally reached a point where they can provide value to an organization. This article shows you how, specifically looking at IT incident categorization and assignment.
What’s “Being Relevant” in IT?
IT isn’t about adding in new technology or automating processes with the latest gadgets and gizmos or buzzword solutions. It’s about facilitating more business value. So how should IT organizations focus on and demonstrate the business value they deliver?
10 Automation and AI Tips for Working Smarter on the IT Service Desk
Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.
5 Tips for IT Service Desk Agent Recruitment from The Avengers
Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.
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.