This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.
This article looks at 10 common challenges faced by IT service desks (equally applicable in enterprise service management scenarios) and how you can use them to identify and progress a number of opportunities to improve.
While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.
Building off of our 2017 analysis, this article introduces a new ITSM.tools survey that we hope will help IT service management pros to better understand where the future of ITSM is heading and what they should be thinking about (and then doing).
Here Ian Aitchison introduces his concept of “Artificially Intelligent Service Management,” described as ITSM, but with a rich and creamy layer of artificial intelligence on top – like icing on a cake. Sound hungry? We mean interested… click-through to read more.
In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.
Thoughts on the most interesting stats in the latest HDI report: The State of Today’s IT: Process Maturity, Business Alignment and Digital Transformation.
With non-IT supporting processes, such as HR’s, there’s no need for significant differences between (the management of) them and IT’s. Here we explain why.
ITSM best practice is a great thing, but being prescriptive can lead to failure. Here’s some advice for ITSM Practitioners on how ITSM practitioners can use best practice better.
Consumer-world led mobile and digital experience innovations have permeated the enterprise IT landscape, but how have they impacted the IT service desk?
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?
From using serious play to better understand situations to being more practical about change, Greg Hall discusses his key takeways from ITSM16.
How do we structure an Enterprise Service Management (ESM) roadmap to gain value quickly? Chris Rydings offers his tips for success.