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.
What Makes Service Design Successful?
Karen Brusch discusses the issues so often missed with service design and looks at what can we do to set a good foundation on which to base it.
Assessments in an Age of Digital Transformation
How do you create liberating and successful ITSM/ITIL maturity assessments, even when you’re about to undergo a digital transformation?
Customer Service Excellence – Now More Than Ever
Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.
An ITSM Holy Grail – High Self-Service Adoption Levels
Getting self-service right isn’t just about “getting self-service right.” Here Simon Johnson explains more, along with tips for self service success.