ITSM

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3 considerations when implementing a service desk

How to redefine employee experiences that drive operational efficiencies.

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Creating an organization with service excellence as its foundation

Focus on values and relationships, be sure people have enough freedom and motivation to make the right choices and, ultimately, that will get you to that true service excellence environment.

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Revitalizing ITSM with a new ITIL framework

With the excitement of a new version of ITIL (IT infrastructure library), there should be a resurgence of interest in ITSM (IT service management) as well.

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Instead of IT processes, maybe it’s time to think about capabilities…

Or, why processes aren’t as cracked up as we think they are.

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Why the customer experience is the future of monitoring

Enterprise IT and business leaders are looking for technology solutions that help them simultaneously transform and reorient the organization’s operating model around the customer experience, while being able to manage the complexity...

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Deconstructing silos in your enterprise service management towers of Babel

The most important goal is that all your employees understand each other.

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ITIL and agile are not always the best of friends, but they sure are not enemies

Agile sounds quite opposite to the strict ITIL processes, they can work together pretty well in IT service management.

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Blending business strategy and ITSM for transformational value

Aligning organizational strategies with IT service management is a problem that needs solving, according to the latest research. The task relies on the C-suite, the CIO and the IT organization to collaborate and adopt the best...

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Service management – more than just IT

The list of tasks that service management can address in every department in the enterprise is almost endless.

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The service desk of our times

The evolution of intelligent service management, and why AI has brought enterprises to the cusp of the next transformation.

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Guilty as charged

Even when users agree to your standard IT measurements you can’t assume your measures are predictors of satisfaction.

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What is ESM? When service management evolves beyond IT

Enterprise service management is the application of ITSM concepts or ITIL to processes in different service departments across an organization.

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Smarts from within: 3 reasons to embrace machine learning

Why investing in machine learning technology and AI capabilities makes sense to drive smarter and more automated enterprise service management.

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It was never about ITIL

Really. It never was.

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Is this ITIL’s last gasp?

For any service management framework or approach to remain relevant, their core focus must be to help shift and reorient organizations away from systems-centric or even service-centric operating models to customer-centric ones.

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Who needs an IT service desk analyst anyway?

While new processes, approaches and technologies may change the way that support is provided, the requirements for technical resources won’t.

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Where does innovation belong in the IT department?

To be an innovator, IT needs to be engaged with the business, recommend solutions that help achieve business goals, and take the lead to ensure successful implementations and operations.

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CIOs: Caught in the crosshairs

Digital transformation is on the tip of every executive’s tongue, but according to a recent study, most organizations are failing to realize value from their efforts – putting CIOs in peril.

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