ITSM

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

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How Nebraska successfully consolidated state IT services

Ed Toner, CIO of the state of Nebraska deployed ITSM to consolidate state IT services and improve quality while reducing costs and risk.

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Two ITIL processes that will protect your existence

IT service management (ITSM) and IT infrastructure library (ITIL) have become the dominant approach and best practices for operational excellence in most IT organizations. Yet, I question why many organizations have implemented only...

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The 5 key components to creating a goal-oriented technical operation

How to build a technical operation that is aligned with your business objectives and is focused on making targeted improvements.

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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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SAP sets a course for the future

At its annual customer conference, SAP set forth an ambitious vision for the future, but is their partner ecosystem ready for the journey?

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A tech company CEO de-hypes digital transformation

ServiceNow’s new CEO, John Donahoe, provided a master class in how tech company CEOs should be talking about real-world digital transformation.

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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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3 telltale signs it's a real digital transformation

It's easy to get caught up in the hype surrounding digital transformation and lose your way. These three indicators can help you stay on the right path.

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A glimpse into the future of the IT organization

Governance and IT Service Management (ITSM) will become increasingly important to the future of the traditional IT organization.

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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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Industry 4.0 is the blueprint for the future of IT

When you think about IT's future, you probably don’t think about factories. But the evolution of Industry 4.0 may be the model for the future of IT 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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The pathway to digital transformation runs through IT

Successful digital transformation almost always starts in IT, says BMC CIO Scott Crowder. This case study explains how BMC's IT team achieved it.

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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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Why BPM is now taking a central role in digital transformation

Driven by the need for speed and agility—beyond traditional needs of efficiency and optimization—organizations turn to BPM to drive digital transformation.

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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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