How Artificial Intelligence Improves Customer Service
The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?
Navigating the Road to SIAM
What exactly differentiates a successful SIAM implementation from a less successful one? Here Martin Goble shares his views and tips.
Service Desk and the Human Firewall
The service desk is now part of the new human firewall required to combat the darker side of life online. Here David Bullock explains more.
The New LinkedIn UI and 7 Tips for Better Corporate IT Releases
The recent LinkedIn UI situation is a great opportunity to take stock of how we design and release new products and services in corporate IT. Here’s why.
Improving IT Service Delivery – We All Need a Little BRM
How can you formalize BRM to help gain a better understanding of the linkage between IT decisions and business performance?
Redefining Service Delivery (from Meek to Magic)
A nine step journey on how take your service delivery from something perfectly capable to something which delivers value to the business and its customers.
ITSM News from Bratislava: ITIL Isn’t Dead Yet
ITIL is just one piece of the jigsaw in Slovakia, used as one part of a portfolio of IT management and ITSM frameworks. But it’s a very valuable part…
Are You Ready for The Future of ITSM?
With so many new things bursting onto the scene like DevOps, Agile, Lean, SIAM, IT4IT, what do we need to do to be ready for the future of ITSM?
ITSM News: LANDESK + HEAT = Ivanti
As ITSM tool vendors LANDESK and HEAT unite to form “Ivanti”, Stephen Mann gives his thoughts on why it was necessary and what it means for the future.
28 of the Best “Company” ITSM Blogs
There are lots of ITSM blogs out there but which ITSM companies are getting “sharing,” content marketing, and social media right?
Blockchain Organizing: The New Trust Industry
See why “blockchain organizing” means the IT landscape, first design and architecture and after that development and management, will fundamentally change.
Is Your IT Organization Actually Ready for Self-Service?
Simon Johnson explains how “LZS” can aid IT organizations, helping them to understand their level of preparedness for launching self-help and self-service.
IT Support and the Rise of Power Users
Is there a simple approach IT teams can take to gain better engagement and more appropriate power users within the workplace?
Improving IT and Business Value with Serious Play
Here Paul Wilkinson explains how you can use serious play to bring IT and business colleagues closer together and identify improvement opportunities.
DevOps: 5 Tips to Tear Down the “Wall of Confusion”
If the DevOps “wall of confusion” exists at your organization, it’s because you allow it to do so. And you can tear it down, and here’s how…