Service Desk Articles

Application Security: What ITSM Pros Need to Know

Posted by Gilad Maayan
on August 24, 2023

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?

Posted by Stephen Mann
on August 15, 2023

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 Tool Shortlisting: Focusing on What Matters Most

Posted by Stephen Mann
on July 31, 2023

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.

Facilitating Change Management with Kotter’s 8-step Model

Posted by Hadi Ahmadi (Soroush)
on July 20, 2023

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.

Digital Minimalism: The Path to Sustainable IT Service Operations

Posted by Nancy Louisnord
on July 13, 2023

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.

IT Support Improvement – Activity Prioritization Explained

Posted by David Stewart
on June 28, 2023

Most negative service experiences are due to slowness and tickets not being completed at all – service failure. But what causes slow and failed service? This article explains the three specific causes and how to fix them.

ITSM 101: Incident Management vs. Problem Management

Posted by Vawns Murphy
on May 31, 2023

Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.

How To Manage Change Like A Rockstar!

Posted by Vawns Murphy
on May 24, 2023

This article looks at tips for managing your change process – from successful communication, to how to handle your change advisory board, and more.

13 Tips for Managing a Major Incident

Posted by Vawns Murphy
on March 22, 2023

Here Vawns Murphy shares 13 top tips for dealing with a major incident that don’t involve hiding under your desk, chain smoking, or drinking a bottle of vodka. Read it here.

10 Tips for IT-Support Chat Success

Posted by Stephen Mann
on March 9, 2023

This article by Stephen Mann shares ten tips to follow when planning your new, or improved, IT-support chat capability. It’s more than simply implementing a new piece of technology.

Linking Experience Management with Existing ITSM Capabilities

Posted by Phyllis Drucker
on March 7, 2023

The business reliance on IT means IT must take operations and ITSM very seriously. This article by Phyllis Drucker demonstrates the connectivity between existing ITSM practices and employee experience improvement.

The Importance of IT Support to Perceptions of IT’s Value

Posted by Sakari Kyrö
on February 23, 2023

Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.

Service Desk Basics: What to Do When the End User Doesn’t Respond?

Posted by Stephen Mann
on February 20, 2023

How should a service desk deal with end user unresponsiveness? Here we look at various opinions sourced from the Back2ITSM Facebook group. First in 2016 and now in 2023.

ITSM.tools’ ITSM Webinars

Posted by Sophie Danby
on February 6, 2023

This “living” article has been created as a handy resource that lists the ITSM webinars ITSM.tools has participated in since 2021. It was updated during 2022 and now 2023 with new webinars as needed.

Streamline Ticket Triage and Reduce Customer Churn with AI

Posted by Marat Adayev
on February 2, 2023

This article considers two common hurdles for ITSM and how to address them: inefficiency of manual ticket triaging and high customer churn due to long ticket resolution times.