IT Service Management (ITSM)

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

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helpdesk statistics

5 ways to lighten your helpdesk's workload

One company evaluated almost 730,000 help desk requests and discovered the five most common reasons employees submitted help desk tickets.

automation ts

Autonomic offerings set to transform IT, but outsourcing customers beware

IT leaders have more automation options that ever, but not all robotic systems are created equal.

call centers

Why outsourced call center roles are coming back onshore

A shift in focus from cost containment to customer experience and advanced technology adoption is causing more enterprises to move more contact center roles onshore, according to recent research by the Everest Group

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Q&A

U.S. IT employment grows, with IT services jobs leading the way

CompTIA labor data indicates that digital transformation will drive employment, automation will have a greater impact on U.S. jobs than offshoring and IT outsourcing job growth will outpace corporate IT roles.

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Q&A

How to benchmark your IT outsourcing vendor management skills

Alsbridge’s Jeff Augustin discusses vendor management and governance practices that help IT organizations gauge their effectiveness in service delivery management and general strategy.

automation ts

Why ITSM is on the cusp of a major shift

While the IT service management community has stepped up its collection of performance data from its customers, it's been slow to take the next step of applying data-driven automation. A new survey suggests adoption will happen in a...

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IT service desk suites: The features users love and hate

Enterprise IT managers describe the best and worst features of four leading IT service management suites: ServiceNow, Zendesk, CA Service Desk Manager and BMC Remedy.

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The understated elegance of IT service scope

How having a good, crisp IT service service scope definition is something worth considering.

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Stop hurting your IT operations

Many times, we hurt our IT operations unintentionally by not performing various activities that are essential to the delivery of an IT service.

data transformation

Businesses lack a streamlined approach to digital transformation

Most business executives understand the importance of digital transformation, but they aren't prepared for how quickly they need to adapt, according to research from Gartner.

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98% off ITIL Foundation Training for IT Professionals - Deal Alert

Beginning with an assessment of your current IT service offering, you’ll be ready to take the ITIL Foundation exam by course’s end.

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6 traits engineers need to succeed as IT leaders

Finding managers who motivate, lead and inspire is easier said than done. Here are six tips for hiring IT leaders with successful outcomes.

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Analytics comes to IT service management

ManageEngine, a division of Zoho, is looking to leverage its IT management domain expertise to offer a self-service IT analytics solution to help IT better utilize the data it generates.

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Should you outsource vendor management?

Outsourcing the management of outsourcers has been a controversial approach in the past, but the increased demands of IT service management may be too much for some IT groups to handle themselves.

video

Businesses face big challenges dealing with digital transformation

CIO.com's Rich Hein talks with CIOs and IT leaders at CIO Perspectives in Atlanta to uncover the biggest challenges facing IT leadership when navigating the waters of digital transformation.

video

Fireside chat with Home Depot's CIO Matt Carey

Maryfran Johnson interviews Home Depot's CIO Matt Carey who is on a mission to create an interconnected retail experience that harnesses the physical and digital assets available across 2,200+ stores and distribution centers. The $80...

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7 questions to ask before implementing ITIL

Implementing an IT infrastructure library (ITIL) can help organizations trying to get a better handle on IT services and resources. But ITIL's just a framework. One size does not fit all. In fact, you might not need it at all Here are...

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Fear, Loathing and ITIL in Las Vegas

I know you've been on the edge of your seat waiting to find out what Martin Short has to do with ITIL/ITSM. The wait is over. I'm back from Las Vegas and I have an answer for you -- nothing.

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