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If you’re taking the ITIL 4 exams or simply want to update yourself on the new body of IT service management (ITSM) best practice guidance, then it can still be difficult to understand what’s available in ITIL 4 book-wise....
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The use of integrations with IT service management (ITSM) tools is nothing new – with email integration, and the email channel, a big part of IT support operations (at least until IT self-service gains greater traction). Now, during the...
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A self-service portal can offer a wealth of benefits to organizations and their employees – whether it’s specific for IT or used by other business functions like HR, facilities, finance, legal, procurement, or other internal service providers. You probably...
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One of the more-positive outcomes of the COVID-19 crisis is that the need for organizations to better support a distributed, remote workforce has caused many of them to accelerate their digital transformation strategies. Using technology and data to improve...
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The COVID-19 crisis has hit organizations, of all sizes and all around the world, hard. Many of the challenges and issues that it brings are very visible – from the need to change ways of working (in order to...
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The use of IT service management (ITSM) principles and capabilities in other business areas to improve performance, service, and outcomes – i.e. enterprise service management – is nothing new. However, there’s no doubt that it’s seen significant growth in...
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One of the key IT service management (ITSM) capabilities available to IT service desks during the COVID-19 crisis is self-service. When functioning well, it’ll take the pressure off overworked service desk staff, especially when employees can help themselves to...
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The concept of automation is nothing new in IT service management (ITSM) – from what’s already embedded within ITSM tools for workflow automation (and the associated capabilities) to additional capabilities that help ITSM teams to remove themselves from the...
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For the last few years, both the IT and business worlds seem to have been preoccupied with digital transformation, with it hard to read or listen to anything that didn’t make at least one reference to the need for...
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The COVID-19 pandemic is a sad reminder that the ways organizations work will inevitably change at some point in time. Sometimes at a pace that necessitates those doing the work to make the changes themselves, rather than having the...
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When everyone in a team is working together effectively, and chatting to each other in the office, you may not see the need for formal processes. Now that lots of us are working from home, keeping us all safe...
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This post is a copy of an email message sent to all SysAid customers in light of the current COVID-19 pandemic.  To our dear SysAid customers, We appreciate your ongoing support and business and we understand that SysAid is...
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It’s the middle of March 2020, and life seems gloomy. Unless you’re living under a rock, you know that the entire world is experiencing a pandemic called Covid-19, or coronavirus. But I don’t want to speak about the alt-reality...
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2019 was a big year for ITIL, the IT service management (ITSM) best practice framework. First, it turned 30. Second, the revised ITIL 4 Edition was released – with the integration to other IT management concepts such as Agile,...
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