Garry Protter and the Order of ITIL Change Management
See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.
Getting Your Service Desk Metrics and Measurement Right
When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.
ITSM and DevOps 101: Your Questions Answered
Following his recent “Ask the Expert” webinar, industry authority Daniel Breston pens the answers to over 20 pressing ITSM and DevOps questions asked by IT Practitioners.
What Steve Jobs Can Still Teach Us About How to Use ITIL
One of the issues with ITIL is not ITIL itself, but how others inappropriately elevate it to a religious level. Can Steve Jobs save us?
Use Design Thinking to Improve Your ITSM
Instead of IT being a business support function, IT is needed as an innovation engine within the company – this means that CIOs must find ways to promote and institutionalize innovation. Design thinking can be one of the ways to do that.
IT Service Management Made Smarter with Machine Learning
This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.
It’s Time to Stop Inviting Cowboy Consultants to the ITSM Rodeo
Remember: just because someone knows some of the language, or because they’ve been on an ITIL course or read the books, doesn’t necessarily make them a good ITSM consultant.
Another 10 Tips for Better ITSM Software Selection
10 tips for ITSM software selection focused around “configuration, customization, and integrations” and “vendor relationship and (lack of) communication” needs.
It’s All About the People
How do we focus on the people side of change in this brave new world of constant and complex change? Karen Ferris shares her views.
The 4 Foundational Pillars for Better IT Service Desk Performance
What’s the key to improved IT service desk performance? And what can we learn from an exemplar B2C success story to drive service and support success? Take a look.