From not overlooking self service options for service requests, to providing training, to categorizing service requests on receipt, this article shares 20 service request management tips for success.
This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.
This article provides advise on ITSM frameworks, standards, and methodologies; IT service desk roles; and how to define your service desk structure.
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.
If you’re wondering which of the ITIL processes/practices to adopt next, this article looks at what other organizations have done. It’s a small sample size but the distribution of each process across adoption phases is very interesting.
This article explains how managing vendors and suppliers using ITIL supplier management can help businesses improve their operations and the benefits, challenges, and solutions associated with this approach.
Read about how ITIL 4’s value-based outcome-focused approach provides us with skills that are genuinely transferrable. These skills can be applied to co-create value in an era where change increasingly comes quickly, lacking predictability and clarity with VUCA situations shifting our operations.
Here Vawns Murphy shares 13 top tips for dealing with a major incident that don’t involve hiding under your desk, chain smoking, or drinking a bottle of vodka. Read it here.
The interest in value has made a significant leap to the top spot for 2023 in the poll of what ITSM.tools readers want to hear about most. Here Simon Kent shares his opinions on value and ITSM.
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.
Organizations must learn to deal with the unforgiving, harsh reality of business transformation and relentless change. How on Earth, does ITIL4 make a difference?
The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).
This article by Jamie Bell focuses on one of the ITIL 4 Service Management Practices – the Service Desk practice. As well as the associated practice guide and what it entails. Get all the details here.
This article explains, using ITIL guiding principles, how to get engagement, dialog, and a better understanding of the value that’s delivered.
As part of helping your organization to take a practical and pragmatic approach to change management, the final article in this series looks at change and configuration management, and change management and DevSecOps.