Is Your Company Ready for Enterprise Service Management (ESM)?
Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
The State of Today’s ITSM
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.
The Value of the Cynefin Framework to ITSM
There’s surprisingly limited knowledge and adoption of the Cynefin framework within the ITSM community… which means now is the time to address it.
Good Attitudes Are Still Prevalent in ITSM
Here Ivor Macfarlane illustrates some of the “good attitudes” conversations that he had as part of a new initiative – ITSM Genie Bar. Take a look.
Assessments in an Age of Digital Transformation
How do you create liberating and successful ITSM/ITIL maturity assessments, even when you’re about to undergo a digital transformation?
Customer Service Excellence – Now More Than Ever
Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.
An ITSM Holy Grail – High Self-Service Adoption Levels
Getting self-service right isn’t just about “getting self-service right.” Here Simon Johnson explains more, along with tips for self service success.
Why an IT Hero Culture is Bad for Customers
Once you recognize that your IT organization has an IT hero culture, and that it’s not that great for your business, what can you do about it?
Are Service Management Practitioners Willing to Change?
“Why do service management believe they have the right to control DevOps?” Asks Kevin Holland, in a some what controversial article. Read more here.
DevOps and the Critical Questions
Can you afford the benefits of DevOps? Is the DevOps horse suited to your course? Mark Smalley explains why these critical questions are important.