ITSM

IT Service Management (ITSM) news, analysis, research, how-to, opinion, and video.

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AIOps combines machine learning and automation to transform IT operations.

AIOps provides greater efficiencies and reduced operating expenses for cloud based companies.

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Municipal shared services agreements for information technology

Are shared IT services for municipalities a good deal? What are the risks and do they really save money or will you be stuck with a nightmare scenario from which you can never extricate your organization?

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County/municipal IT customer service and the RACI model

Do you assume that your managers and staff members will apply common sense to daily operational activities? If so, you may be in trouble. Let's look at how you can use the RACI model and other IT governance tools to address the...

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Information governance for counties and municipalities

Most county and municipal governments don't have formal information governance programs, but adoption of IG would reduce risks, lower costs and vastly improve quality of services in these organizations.

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Face-off: ServiceNow vs. Zendesk for IT service management

Considering an IT service management (ITSM) suite? Download this free report for side-by-side comparisons of rival products from ServiceNow and Zendesk, based on reviews written by enterprise users of the products.

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How RegTech closes the gap between technology and financial services

Customers, entrepreneurs, banks and financial institutions in general have all felt the sudden impact of FinTech over the last few years. In fact, banks are expected to invest more than $20 billion on technologies in 2017, and the...

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CIO Career Coach: How IT leaders can succeed in the digital marketplace

Martha Heller showcases what it takes for CIOs and IT leaders to lead a digital strategy and move their organizations forward.

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A process with just one page?

In which I think about focusing away from boring process documents into action...

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The silver bullet for ITSM success

These days, we have a wide range of IT Service Management frameworks and standards, all designed to help people solve business problems and help IT deliver value. But none of them will work if an essential element is missing. That...

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The 2017 state of strategic digital banking

Banks are struggling to survive through the digital age. In order to compete with FinTechs, regulatory mandates and consumer requirements, banks must be able to plug-and-play into the digital business ecosystem to recover market share...

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IT service providers increase investment in onshore locations

A number of factors are driving leading global IT and business process outsourcing providers to open more onshore than offshore locations.

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A thought on making service design better

Some ideas regarding service design, and how it can provide more value to your organization.

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High crimes and misdemeanors of CIOs

High crimes and misdemeanors are grounds for impeachment of a president. What are impeachable offenses for a CIO? Aside from losing data, providing poor service to users is one of the worst crimes a CIO can commit. Is your IT...

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5 affordable MDM options for small businesses

Small and medium sized businesses have embraced BYOD faster than large corporations, but research suggests SMBs aren't taking security seriously. Here are five affordable and easy-to-deploy BYOD management solutions that will get your...

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5 steps to avoid burning out your on-call IT staff

On-call workers don't have the luxury of signing off at the end of the day and going home to relax. They know that a call could come at any time, which means businesses need to take steps to ensure these workers aren't on the...

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Why an IT services firm sponsors the New York City Marathon

Typically, major marathons are sponsored by financial services companies not IT services companies. Here’s a look at why TCS decided to sponsor the New York City Marathon and why it’s working.

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What is the biggest threat to internal IT departments?

Wild-west management styles result in low value IT services. Implementing a poor man's ITIL, a PSA system, service catalogs and a service-level agreement can help.

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How to choose the right project management methodology

Identifying available project management methodologies (PMM) is one thing, deciding which one works best for a particular project is much more complicated. Here's how to make the right choice.

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