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IT service management (ITSM) is such a nuanced set of practices that you need the right support structure in place to better understand performance, outcomes, and improvement opportunities. Metrics might not be the most exciting subject, but the right...
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The service desk is all that most users see of their IT service provider. Consequently, it’s often how they experience your service desk that determines whether or not you earn a reputation for excellence. Even if IT services never...
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Do you remember the days when your dear father refused to stop for directions, and you ended up helplessly lost? Or, how you simply wasted time trying to find a specific “hidden address” or ended up stuck for hours...
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IT service management (ITSM) best practice guidance options available, it can be easy to get confused as to which one should be used for your organization (and this is, of course, if your organization doesn’t automatically default to ITIL...
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Wow. It doesn’t seem a year since I wrote my IT service management (ITSM) Trends and Predictions for 2019 blog but I guess time really does fly when you’re having fun. Now it’s time for a similar 2020 blog,...
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IT service management (ITSM) has always been about end-to-end service – a means of co-creating value to customers by facilitating outcomes that customers want without ownership of specific costs and risks. In theory. In theory, ITSM has always been...
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Organizations that put time and effort into problem management get a huge return on their investment. Although fixing incidents when they happen is important, it’s much better to stop them happening in the first place; and if you can’t...
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If an international friend or colleague were to tell you that, “It’s too hot here” – how hot do you think it is (where they are)? Of course, it depends. And on many different factors. For example, it depends...
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Imagine trying to navigate your way through a maze. It’s full of dead ends and puzzling pathways, and sometimes the paths change too. Where what was once a path, that you took towards the end, is now blocked off....
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If I were a genie, and I could grant your organization just one wish – wouldn’t you love me to slash your ticket resolution time? And what if I could also give you back 30% of your day? Well,...
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People who work in IT service management (ITSM) spend a lot of time thinking about and perfecting their processes. And that’s a good thing. But when we focus on processes to the exclusion of everything else, we lose out....
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There are a number of trends affecting IT service management (ITSM) and the IT service desk right now. One that sits at the top of the “Oh, that’s difficult” pile is that of value demonstration – with this not...
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The digital age is upon us and it’s changing the way we work. This is true for many roles, in particular those with heavily repetitive manual processes that are now being replaced by automation and artificial intelligence (AI) technologies....
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In ITIL v3, event management is defined as “the process that monitors all events that occur through the IT infrastructure. It allows for normal operation and also detects and escalates exception conditions.” It sat within the Service Operation stage...
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