6 Ways Digital Experience Impacts the Service Desk
Consumer-world led mobile and digital experience innovations have permeated the enterprise IT landscape, but how have they impacted the IT service desk?
ITSM Influencers: In ITSM, Where Do the Good Ideas Come From?
Ivor Macfarlane asks who are the real ITSM influencers? And how do we make the link between these influencer messages and the actual business?
11 Tips for Keeping Up with IT and Business Change
There’s no doubt that the pace of IT and business change is continuing to quicken. But what can ITSM professionals do to keep up with the pace of change?
11 Tips for Facilitating Organizational Change in IT
Eliciting organizational change can be difficult. Here a number of people give their advice on facilitating change and how to get get management buy-in.
6 Back-to-Basics Steps to a More Efficient Service Desk
It’s time to assess your service desk’s performance over the past year and develop an improvement strategy for 2017. Here’s six tips to get started.
Who Has Adopted Which ITSM and ITIL Processes?
Stephen Mann queries if we can ever be 100% sure of anything purporting to be a true picture of adoption levels of ITSM and ITIL processes without a global survey.
What Advice Would You Give Your CIO?
We ask several people “what would be your number one piece of advice for a CIO?” Interestingly, the responses were very varied.
What CIOs Can Do Now to Be Ready for Tomorrow
There’s no crystal balls to predict the future, but there’s are things that CIOs can start doing now to better position themselves for sustained success.
Considering Using Your ITSM Tool Beyond IT? Do Your ESM Homework First!
Using IT service management (ITSM) practices and an ITSM tool outside of IT is a very popular trend. But how do you do it successfully?
Exploit the Power of Knowledge Sharing for Better IT Support
This article looks at how to succeed with knowledge management, and how knowledge sharing shouldn’t stop at functional or process boundaries.
ITIL Practitioner and the Three Ways of DevOps
Stuart Rance discusses the nine guiding principles of ITIL Practitioner and how they fit in with the DevOps way of working.
Improving Service Desk Performance Through Gamification
Matt Hooper provides his advice on how to set up gamification for your service desk, along with tips on how to ensure it’s a success.
A Year’s ITSM Learning in a Single Blog
From using serious play to better understand situations to being more practical about change, Greg Hall discusses his key takeways from ITSM16.
Leveraging the Power of Service Management
How do we structure an Enterprise Service Management (ESM) roadmap to gain value quickly? Chris Rydings offers his tips for success.
Getting Digital at BMC Exchange London
A mix of soundbites, statistics, and more substantial points from BMC Exchange. Along with what ITSM pros should be thinking about in 2016 and beyond.