5 Ways SIEM Can Benefit ITSM Teams
Security Information and Event Management (SIEM) is a security management approach that combines two traditionally separate areas: Security Information Management (SIM) and Security Event Management (SEM). This article looks at how it works with ITSM.
ITSM Well-being in 2024
In early Q1 2024, we reran our The State of Well-being in ITSM survey. The 2022 well-being survey results are used as the latest benchmark for comparison purposes. For 2024, the working-from-home questions were dropped, with new questions added to reflect the adoption of artificial intelligence (AI)-based capabilities in ITSM.
Setting Up an IT Service Desk Part 4 – Selecting Your IT Service Desk Tools
This article considers the technology an IT service desk team uses to provide support and assistance to end-users. This is more than the ticket management, IT service desk, IT help desk, or IT service management (ITSM) software that allows IT support teams to manage incoming requests, track issues, and ensure efficient communication and problem-solving.
Service Request Management Tips: 20 Simple Tips for the IT Service Desk
Most organizations need service request management even if it’s called “business-driven change,” “ticket handling,” or something else. But no matter what “the provisioning of new IT services” – which, of course, might not be called services and simply hardware, software, and access provision – is called, many service request management tips are available to IT service desks.
Get the Gartner Market Guide for ITSM Platforms and Other Recent Industry Analyst Reports for Free
Our annual(ish) article now has a new name, but the intention is the same – to publicize any ITSM-related industry analyst reports made available by ITSM tool vendors.
Setting Up an IT Service Desk Part 3 – Defining Your IT Service Desk Processes
You need standardized and repeatable ways that your IT service desk team can use to deliver high-quality IT services that support the organization’s overall goals and objectives. Choosing your IT service desk processes should be driven by your IT service desk’s purpose and objective and how you intend to provide IT services to your customers.
ITSM Advice for 2024
This article shares a whopping 79 pieces of #ITSM advice for 2024 from IT practitioners, consultants, and vendors, covering experience management, AI, value, improvement, and more.
ITSM Trends for 2024 – What Our Latest Industry Poll Says
This article shares the results of our 2024 content poll, insights into how ITSM trends have changed, trend-related opinions, and links to existing ITSM.tools content that might still be helpful.
Setting Up an IT Service Desk Part 2 – Defining Your IT Service Desk Structure
The IT service desk is the critical interface point where IT interacts daily with customers (or end-users). To deliver outstanding IT capabilities, you must ensure that your IT service desk consists of several key components that work together to provide effective IT support that reflects the overarching business needs and goals.
itSMF UK 2023 Conference Recap
This article by Vawns Murphy rounds up the best advice from the itSMF UK 2023 conference on a variety of service management-related topics.