ITSM

ITSM | News, how-tos, features, reviews, and videos

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5 ways businesses are modernizing ITSM

ITSM is more than service management; it’s a framework for supporting business needs. As new technology moves in and digital transformation takes hold, ITSM strategies must grow and adapt.

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Finding the holy grail of centralized employee services

How to deliver operational efficiency, provide a great employee experience, and ubiquitously deploy it via the cloud.

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User vs. service incidents: what's the distinction?

Think gymnasium and magnesium. They rhyme, but they’re different.

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Lessons enterprise service management professionals can learn from the FIFA World Cup

One of the biggest challenges faced by organizations when implementing any type of enterprise service management strategy is with the process alignment and people. The recent World Cup tournament teaches us a thing or two about...

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6 secrets for supercharging the IT help desk

Stop paying lip service to service when it comes to the IT help desk. These frontline workers have insights into system performance and user experience that can make your business run better.

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Enterprise service management: Beyond the buzz

With different signals around enterprise service management, it can be helpful to dig into what is the ‘why’ behind it…and why it will stick around even when the marketing hype around it is slightly easing down.

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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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