What’s Wrong with the Advice that “ITSM is a Journey, Not a Destination”?
If you’ve worked in ITSM roles long enough, you’ve probably been told, “ITSM is a journey, not a destination” at some point. But a journey is a series of destinations and for long journeys these break up the route and provide a sense of direction and accomplishment as they are reached.
But what does this have to do with ITSM? This article explains.
14 Benefits of Enterprise Service Management (ESM)
“The business benefits of enterprise service management should be articulated and sold” says Stephen Mann. Here these 14 ESM benefits are explained at a high level but in a way that transcends IT.
The 5 Hottest ITSM Trends (and Topics) for 2023
We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
Enterprise Service Management Explained
While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
ITSM in 2023 – the Real Value of Understanding Value Comes from Action
We’ve been talking about enterprise service management since 2008, value since at least 2011, and employee experience since 2013. Yet we’re still listing them as ‘trends for 2023’. Something needs to change… this article explores.
Is Your Company Ready for Enterprise Service Management (ESM)?
Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
Service Management World 2022: IT’s an Experience Thing
Here Sophie Danby shares her key takeaways from the Service Management World event, including how enterprise service management and experience management were the hottest topics on the table.
ITSM Help in 2023 – What Do You Need?
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
Want the 2022 Gartner Magic Quadrant for IT Service Management Platforms for Free?
In this article, you’ll find links to ITSM tool vendor landing pages that give access to 11 ITSM-related research reports for free, including the latest Gartner Magic Quadrant for ITSM.
The 5 Hottest ITSM Trends (and Topics) for 2022
We asked our readers which topic areas they and their fellow ITSM practitioners would like content-related help with in 2022, and here we share the results.