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ITSM

11 posts include this topic
 

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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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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The ITIL 4 Foundation publication and exams were released in February 2019, and I hope that you have seen some information about this new version. But if you haven’t, then reviewing some...
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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,...
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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...
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A simple process that is designed with help from the people responsible for the activity can be very valuable, but if your processes are complex and hard to understand then you may...
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“It’s a new dawn. It’s a new day. It’s a new life. For me. And I’m feeling good.” Said no one in IT service management (ITSM) on January 2nd. Okay, some of...
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One of my customers was using a very old IT service management (ITSM) tool. It was no longer supported by the vendor, and really didn’t meet their needs, so they asked me...
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The world we live in (or on) will soon be another year older and, despite what we see in the news, hopefully another year wiser. The same is true for the IT...
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ITSM seems to have many definitions. The definition you get depends upon who you ask. My friends here at SysAid have defined ITSM as “the craft of implementing, managing, and delivering IT...
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