IT Service Management (ITSM)

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

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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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7 lucrative careers for IT pros

Are you being paid what you're worth? Cloud compensation and services provider PayScale's latest IT salary survey highlights some of the highest-paying IT roles.

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How ITSM laid the foundation for a cultural transformation

In its quest to craft a more nimble culture, Oshkosh Corp., an industrial vehicle manufacturer, replaced a hodgepodge of clumsy IT service management tools with ServiceNow.

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What’s your IT department’s strategy for website downtime?

Downtime doesn't just affect ecommerce sites. It can bring any business to a halt as IT workers scramble to find a fix.

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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.

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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.

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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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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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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.

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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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