ITSM Tool Shortlisting: Focusing on What Matters Most
Avoid the perils of creating a lengthy request for proposal (RFP) spreadsheet as the primary mechanism for your ITSM tool shortlisting exercise, and instead use this alternative method.
Facilitating Change Management with Kotter’s 8-step Model
Kotter’s 8-step Model provides a comprehensive approach to change management and has been widely adopted globally. This article explains the model and how it helps with change management and enablement.
Digital Minimalism: The Path to Sustainable IT Service Operations
Digital minimalism isn’t just a trend, it’s a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains.
IT Support Improvement – Activity Prioritization Explained
Most negative service experiences are due to slowness and tickets not being completed at all – service failure. But what causes slow and failed service? This article explains the three specific causes and how to fix them.
Why Organizations Are Still Changing Their ITSM Tools
This article shares data related to how people feel about their ITSM solution and why people switch (or will switch) tools. Plus, additional insights and opinions based on the data.
Everything You Need to Know About ITIL Service Portfolio Management
This article covers everything you need to know about ITIL service portfolio management. Specifically, what a service portfolio is, how it works, and how it can be implemented to improve ITSM.
Confessions of a CIO – Well-being in IT
This article takes an ex-CIO view of the ITSM.tools “Well-being in IT” survey results. Where the survey results are considered based on Daniel Breston’s leadership-grey-hair experience.
13 Tips for Managing a Major Incident
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.
10 Tips for IT-Support Chat Success
This article by Stephen Mann shares ten tips to follow when planning your new, or improved, IT-support chat capability. It’s more than simply implementing a new piece of technology.
Linking Experience Management with Existing ITSM Capabilities
The business reliance on IT means IT must take operations and ITSM very seriously. This article by Phyllis Drucker demonstrates the connectivity between existing ITSM practices and employee experience improvement.