ITSM conferences offer up a variety of learning opportunities, particularly around the future of the industry and innovation. But do you put into practice what you learn? Here, Simone Jo Moore takes us on the magical conference journey.
See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.
From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 as voted for by our readers surprise you?
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.
Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?
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?
If the goal of your organization is to provide the right IT/business services to your customers, whether internal or external, service portfolio management is a vital step towards meeting governance requirements and delivering value.
ITIL, offers a great – and handy – list of definitions of common (and some not-so-common) ITSM terms. But how accurate is its definition of BSM?
A service portfolio solves a significant DevOps problem – it helps both the service provider and the business to understand and agree on the “why.” See how here.
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.
How many people are actually using ITIL? DevOps? And are they able to measure their success? Here Roy Atkinson dives into the State of Today’s ITSM.
As more organizations start to understand their need for SIAM, we explain what SIAM is, why it’s needed, and what benefits it offers your organization.
“IT professional training is broken.” And one of the reasons we have this situation is our approach to “scoping and evaluating” training. In this article we take a look at why.
How can the Skills Framework for the Information Age help you as CIO to understand what knowledge, skills, and experience you have in your team?
As we move into a new paradigm of customer engagement by corporate IT, ITIL is still as relevant now as it has ever been. Here’s why.
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