DEX: How IT and Business Technologists Create a Seamless Employee Experience
This article explains why IT and business technologists need to unite, like a Le Mans team, to deliver an exceptional Digital Employee Experience (DEX).
How Chatbots Can Help Your Service Desk
Is your service desk a victim of repetitive questions? How much time would be freed up to handle more pressing issues if automation answered these simple requests immediately? Enter Chatbots.
ITIL 4 Management Practices for IT Service Management
A lot changed in ITIL 4. Not only the move from ITSM processes to service management practices, but also the latter are described. This article shares all of ITIL 4’s 34 management practices and their purposes.
IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It
When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
ITSM Benefits: The Benefits of IT Service Management
There are many available IT service management (ITSM benefits), but as with any benefits, an organization’s ability to reap them will depend on how well they adopt ITSM best practices. This article shares the types of benefits your organization could reap from ITSM.
Application Security: What ITSM Pros Need to Know
This article explains how application security is becoming an important part of ITSM practice, common technologies and tools, and best practices that can help you enhance security for your organization’s application portfolio.
IT Service Desk Metrics: Which KPIs Should We Measure?
This article explains that there likely aren’t just two or three KPIs your IT service desk needs, that IT service desk metric portfolios can be problematic, and how your IT service desk can move its focus to what’s most valuable.
ITSM Quick Wins Explained Simply
“ITSM quick wins” are considered “quick” because they don’t need long-term planning, and “wins” because they result in a positive outcome or a step toward achieving a bigger goal. This article shares some examples of ITSM quick wins.
IT Security and ITSM: Effective Collaboration in the Face of Attacks
What makes a security incident process successful? How can teams respond more efficiently? Why are changes like cloud migrations making this harder? This article explores and aims to help.
ITSM Tool Shortlisting: Focusing on What Matters Most
Avoid the perils of creating a lengthy request for proposal (RFP) spreadsheet as the primary mechanism for your ITSM tool shortlisting exercise, and instead use this alternative method.
Cloud Migrations and ITSM Practices
This article provides an in-depth understanding of cloud migrations, their significance in the modern IT operations landscape, what can go wrong in cloud migration, and how ITSM professionals can help.
Kotter’s 8-step Model for Change Management
Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.
AI and ITSM: Where are We?
There’s currently a lot of interest in AI use cases for ITSM, but how much AI adoption has there been in ITSM to date? To gather new insight, we’re running a short, anonymous, three-question AI and ITSM poll.
Digital Minimalism: The Path to Sustainable IT Service Operations
Digital minimalism isn’t just a trend, it’s a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains.
Employee Well-being Permeates Everything We Do in Technology
“Always ensure that what you do encourages the well-being of your organization, customers, and yourself.” Here Daniel Breston recounts some of his well-being experiences throughout his long IT career and offers helpful tips to others.