Articles tagged with Service Desk

Context-Aware Remote Support

Context-Aware Remote Support – the Future of IT Service Management

Lauren Okruch January 6, 2026

No matter where an employee is, they expect consumer-grade speed and simplicity. However, their issues are increasingly intertwined with complex networks of devices, SaaS applications, VPNs, and networks that you may not fully control. In this article, discover how context-aware remote support closes the IT resolution gap, reduces MTTR, improves security, and transforms ITSM for hybrid work.

Kotter Change Management

Kotter Change Management: How to Apply the 8 Steps Successfully

Hadi Ahmadi (Soroush) January 2, 2026

Kotter’s 8-step Model is one of the most widely adopted approaches to change management globally. This article walks through what each of the eight steps involves, how they connect, and how ITSM and change enablement teams can put the model to work without reducing it to a checklist. It also covers where the model is most often misapplied.

Pushing the Boundaries of Major Incident Response

Pushing the Boundaries of Major Incident Response with Agentic AI

Alexandria Nisha December 26, 2025

Instead of relying solely on traditional major incident management workflows, IT teams need to diversify and modernize their approach by infusing intelligence into their incident response flows. This article explains how IT incidents and major incidents are detected, analyzed, and resolved better with AI.

Anti-Powernoia Guide

The Anti-Powernoia Practical Implementation Guide

Daniel Breston December 17, 2025

A candid, experience-based guide to ITSM implementation failures caused by power and fear. Learn how Powernoia distorts ITIL practices, metrics, and tools – and what to measure instead to preserve dignity, trust, and real service excellence.

Technicians: Why IT Service Desks Are the New Cybersecurity Target

Technicians Hold the Access: Why IT Service Desks Are the New Cybersecurity Target

Raghav Iyer December 3, 2025

Technicians often hold critical privileges, including credential resets, access approvals, and configuration changes, and they frequently work under tight time constraints. While these technician roles are high-trust and high-privileged, they are often overlooked in security assessments. For attackers, compromising a technician is the best way to bypass traditional corporate security defences in a single attempt.

itSMF UK 2025

itSMF UK 2025: People Over Process, Finally

Sophie Danby November 19, 2025

The itSMF UK 2025 conference has come and gone. In this personal reflection, Sophie Danby covers the standout sessions she attended, the themes that shaped the event, what worked, and where the programme could still be tightened for next year. A picture of what happened for anyone who couldn’t be there in person.