ITSM

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

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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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Enterprise service management: what’s in a name?

To get people onboard for the changes required of enterprise service management, you might want to consider using different terminology. The name of frameworks, principles or solutions matters more than we realize.

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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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What's new with ISO/IEC 20000?

ISO/IEC 20000-1:2011 is the international standard for IT service management. Is it just for large organizations or does it work for very small organizations as well? How can it help your organization provide better service?

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The tyranny of the VIP

And some suggestions on how to avoid it.

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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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