ITSM is Dead. Long live Artificially Intelligent Service Management
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.
5 Steps to a Better Problem Management Process
If you’re looking to improve your problem management process, while juggling it with incident management, then striking a balance between them is key. And luckily, it’s not too difficult to achieve! Here Hannah Price shares her top 5 tips for both reactive and proactive problem management success.
Still Arguing Over Incidents and Problems? Really?
A “problem,” a “problem ticket,” a “problem management process,” an “incident?” Here Matthew Burrows attempts to clear up the confusion between incidents and problems once and for all.
ITIL Adoption: 6 Tips for Success
ITIL can be tough for people to wrap their heads around. Here, we’ve outlined a few tips to help ITSM practitioners get started with ITIL adoption.
How to Reduce the Number of High-Priority Incident Tickets
How can we alter end-user behavior with regards to the priority of incident tickets to make the lives of service desk agents a little easier?
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.
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.