7 Things ITSM Can Learn from a Broken Fridge
What can ITSM and the service desk learn about customer service from a broken fridge? Stephen Mann shares his seven pieces of advice to benefit IT Support.
ITSM.tools Solution Snapshots Overview
This article offers an overview of our ITSM.tools Solution Snapshots, including what they cover, how to get involved, and participating vendors.
I Want What You Want: DevOps and ITSM
What makes ITSM and DevOps different? And how can you get them to “play nice” while acknowledging their differences? Stevie Chambers gives his view here.
4 Change Management Tips to Avoid Change Advisory Board-om
Do your change advisory board (CAB) meetings go on endlessly? Don’t worry, help is at hand with some ideas on how you can help your business succeed.
What’s Preventing Greater ITAM Adoption?
What’s holding up widespread ITAM adoption? And are IT organizations really acting in the best interests of the business without ITAM? We think not.
The Past and Future of IT Service Management
IT service management has helped IT orgs change from being providers of technology to being providers of value-creating services, but we can’t stop there.
5 Common IT Automation Mistakes and How to Avoid Them
IT automation is the cornerstone of successful ITSM. But is still considered by many as difficult to implement and costly. How can you avoid these pitfalls?
Why Do Companies Change ITSM Tool?
What was the primary driver behind you last changing your ITSM tool? Lack of flexibility? Security issues? Please share via our poll.
Could You Explain IT Service Management To A Five-Year-Old?
How would you explain some of your ITSM activities to a five-year-old? Or even to somebody outside of your IT Support team for that matter?
Want the 2016 Gartner ITSM Magic Quadrant and Other Analyst ITSM Reports for Free (Well Almost)?
A comprehensive list of links to access ten analyst reports for free including the Gartner ITSSM Magic Quadrant, and Ovum Decision Matrix.
ITSM Tool Selection RFP Basics: “Right Fit Procurement” Tips
10 ITSM Tool Selection RFP Tips, crowdsourced by Roy Atkinson. Including “focus on the right things” and “Don’t get lost in the weeds.” See more here.
8 Things that Stand Out in the New ITIL Practitioner Guidance Book
So what did the authors add to the ITIL and ITSM ecosystem by contributing to the ITIL Practitioner Guidance publication?
ITSM and Business Intelligence: Why Do We Ignore Our ITSM Data?
“Why do we continue to waste the BI opportunity that sits atop our wealth of ITSM data?” Asks Stephen Mann. Read more here.
The Perfect Storm Driving ESM
Stephen Mann takes a look at four key drivers that are helping enterprise service management’s cause. Take a look to see what they are.
14 Ways to Streamline and Improve Your Customer Support
This is a high-level overview of 14 opportunities to improve your customer support, with a focus on the bigger picture of service desk improvement.