Follow us
 

Configuration management – or service configuration management as ITIL 4 now calls it – is the capability, or set of practices, that helps your organization to understand how your business services and processes...
Keep reading >>

 

Ah, knowledge management. The concept is nearly as old as IT service management (ITSM) itself, but many IT departments still struggle to make knowledge sharing work in their organizations. To back this...
Keep reading >>

 

At a recent networking event, a senior IT leader stated, “I sometimes get frustrated when I ask a team member about a particular issue or end user. Often, I get this long,...
Keep reading >>

 

Appropriate and effective training is an important part of ensuring that IT service desk agents are up to the challenges of delivering IT support and meeting the expectations of the people they...
Keep reading >>

 

ITIL 4 Foundation was released in February this year. This new version of the leading best practice framework for IT service management (ITSM) introduced a number of new concepts. You can read...
Keep reading >>

 

The IT service desk is an important function within an organization, serving as the face of IT and controlling nearly all the communications between IT and the rest of the business. It’s...
Keep reading >>

 

ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s...
Keep reading >>

 

We – the proud members of the IT service management (ITSM) community – often think of IT service desk performance in terms of efficiency and effectiveness. We’ve metrics that quantify how quickly...
Keep reading >>

 

The guiding principles are one of the most useful and practical parts of ITIL 4. If you share these principles with all your people, and use them when you’re making decisions, then...
Keep reading >>

 

We did it! But, not alone, only with our customers. SysAid collaborated with many customers around the world to get their input on the new UI. We did this because we value...
Keep reading >>

 

I delivered a webinar about ITIL 4 on 6th March.  The webinar was titled How ITIL 4 can help you get closer to your customers, and it included lots of stories to...
Keep reading >>

 

In the words of The Scarecrow in The Wizard of Oz: “If I only had a brain.” In some ways this describes the role of knowledge management in companies as a whole,...
Keep reading >>

 

IT organizations have long been driven by the need to optimize. Whether it’s because of competition, changes in the marketplace, new technologies or methodologies, regulatory compliance, or an acquisition, de-acquisition, or merger...
Keep reading >>

 

This year sees the publication of a new version of ITIL, the world’s leading best practice for IT service management (ITSM). The rollout of ITIL 4 will come in sections. In this...
Keep reading >>

Page: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Next