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.
ISO20000: When Are We Going to Stop Lying to Ourselves? No One is Going to Do All of ITIL
This article looks at how the ISO 20000 international standard for ITSM can help organizations to make the most of ITIL best practice or any other approach. Read on to find out more.
What ITSM Pros Need to Know About Customer and Employee Experience
Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.
Selfless Service — A New Mindset to Customer Service
We’re all familiar with ITSM and self-service, but are we doing it all wrong? This article looks at something called “selfless service” and how to makes the customer journey so much easier to deliver a better customer experience.
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.