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.
Problem Management Tips
Problem management is too often misunderstood – ranging from the confusion between incidents and problems to the use of problem management techniques in the wake of a major incident. Here, Sophie Danby shares tips to help.
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.
5 Ways ITIL Documentation Boosts ITSM Success
With proper ITIL documentation, IT organizations can avoid common pitfalls such as miscommunication, IT service delivery and support inconsistencies, and lack of accountability. Another important aspect of ITIL documentation is that it provides a historical record of the IT organization’s activities, which can be invaluable for troubleshooting, auditing, and continual improvement.
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.
Well-being in ITSM Survey: How is Your Well-being in 2024?
As we’re now in 2024 and the interest in ITSM well-being is again on the rise, we’re rerunning our Well-being in ITSM Survey. We’d have done this anyway in 2024, but the time feels right to run it ASAP.
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.