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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...
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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.”...
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Somebody asked me recently how they could get a return on investment (ROI) from investing in ITIL. I found it really hard to answer the question, because of the way that they’d...
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Talk about a tricky question. Are you and your colleagues offering, or working on, an IT help desk or an IT service desk? And does it really matter? Looking at this from...
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IT asset management (ITAM) is the discipline of managing IT assets throughout their lifecycle. If IT service management (ITSM) is primarily concerned with the efficient delivery of quality IT services, then ITAM...
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Reporting and analytics can be a difficult area in IT service management (ITSM). We live in a data deluge. According to research by DOMO, “… over 2.5 quintillion bytes of data (9...
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If your problem management just identifies one root cause for each problem, you’re missing out on lots of opportunities to improve. One of my clients had a problem that caused lots of...
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IT asset management (ITAM) is a key capability needed for any organization to manage its IT assets effectively. Put simply, ITAM is a set of proven practices that combines financial, technical, and...
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In a blog I wrote last year, I said that automation is the next evolution of service management – that the way we do ITSM was going to change. Guess what? Not...
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Artificial intelligence (AI)-powered chatbots have been rising in popularity over the last few years, and with organizations under increasing pressure to “do more with less” while improving the employee or customer experience,...
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IT organizations tend to devote most of their time and effort to two areas: Design, development, testing, and deployment of new and changed software and infrastructure Managing incidents and problems. These activities...
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IT asset management (ITAM) best practices, along with the technologies that support them have evolved and dramatically improved since ITAM's early days. It’s now relatively easy for IT assets to be efficiently...
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As a young(er) sysadmin, I once tried to stand in the way of a major system rollout. The development effort for this new system had taken over nine months of effort, with...
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Working in IT is getting harder – our Future of ITSM Survey 2019 showed this – and the old IT service management (ITSM) mantra of “doing more with less” is no longer...
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