ITSM Archives

SAM Global Report 2018 – The Top 5 Takeaways

Posted by Rory Canavan
on April 4, 2019

This article looks at some of the findings and analysis from the recent SAM Charter Software Asset Management Global Report, offering a glimpse into how many organizations are scoring with their SAM maturity.

7 Common ITSM Data Quality Management Issues

Posted by Mikko Juola
on April 2, 2019

This article by Mikko Juola digs into the problem of bad ITSM data, describing the seven most-common data-quality management issues he sees when offering data-quality-improving capabilities to customers; including no data ownership and missing skillsets.

DevOps Unicorns and Horses for Courses!

Posted by Paul Wilkinson
on March 27, 2019

In this article Paul Wilkinson questions whether, that while organizations might aim to be DevOps-propelled technology unicorns, there aren’t just unicorns and horses – the reality is that there are many types of horses. And some of them aren’t that great a ride. What on earth is he talking about? Read on.

The Importance of Managed Emotional Metrics in ITSM

Posted by Steven West
on March 12, 2019

This article focuses on the importance of emotional metrics. Opinions are subjective of course, however the power of human instinct and feeling should not be ignored. If the customer perceives the service to be sub-par, then the chances are this is the case – regardless of the attainment of any SLA!

4 Tips for Improving the User Experience

Posted by Kevin J. Smith
on February 26, 2019

This article by Kevin Smith looks at four things that can improve the user experience and help deliver the maximum value from the systems of IT across the business and to the people that are the lifeblood of the organization – including setting clear goals, and transparent design and user testing.

Adopting ITSM Best Practice Approaches: The Benefits and Drawbacks

Posted by Maria Thomas
on February 14, 2019

This article looks at the pros and cons of adopting one or more ITSM approaches – whether it be ITIL, COBIT, or something else. And hopefully, it will encourage you to think about how such approaches will help, or maybe hinder, your organization.

The Toxic Employee and ITSM

Posted by Daniel Card
on February 12, 2019

In this article, Daniel Card focuses not just on the minor problems we might have with colleagues, but on the behavior that has wider-reaching implications – such as affecting team morale and the wellbeing of individuals – as he explains the traits of a toxic employee.

A TOGAF 101

Posted by Sreeja Burgula
on January 28, 2019

This article looks at some TOGAF (The Open Group Architecture Framework) 101 essentials including: what it is, why organizations value the certification, its benefits, how to become qualified, and the three core ways that it can help both you and your business.

Are Your ITSM Operations Suffering from Bad Data?

Posted by Mikko Juola
on January 25, 2019

It’s time that we looked at the issue of bad data in IT service management – in this article, Mikko Juola covers a variety related topics from the impact of bad data on ITSM operations to what your organization should be doing about it.

The 5 Hottest ITSM Trends and Topics for 2019

Posted by Sophie Danby
on January 22, 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!

Professionalism in ITSM – What Really Matters

Posted by Matthew Burrows
on January 17, 2019

You wouldn’t let someone with only 10 hours experience in a flight simulator, a theory exam certificate, and no real practical flying experience, fly a commercial jet! So why do we hire people purely based on whether they have an ITIL Foundation certificate? We need more than qualifications and certifications.

Customer Service is the Elephant in the Room of ITSM

Posted by Aale Roos
on January 10, 2019

In Aale Roos’ opinion, not a single ITSM framework, standard, or concept is really customer-centric in the sense that customer service would be an important element in it – and so here he asks “where are we, and where should we be, with customer service in ITSM?”

IT Service Provider Selection – 9 Steps for Choosing the Right One

Posted by Chris Nokes
on December 13, 2018

Third-party IT service providers are plentiful – the obstacle is in choosing the right one and the right kind of services. To help, this article shares nine important criteria to consider to help steer your organization in the right direction.

10 People-Related Tips for ITSM Success

Posted by Paul Wilkinson
on December 11, 2018

Here Paul Wilkinson covers the things that can help IT organizations to traverse the people-related issues and barriers to success – sharing a list of 10 critical success factors, crafted as tips, for dealing with the ABC of IT. The only questions is: how much of this are you already doing?

ITSM in 2019 and What We Should Learn from Our Past

Posted by Stephen Mann
on December 6, 2018

In this 2019-focused article, Stephen Mann asks whether the ITSM industry’s love of next-year predictions are as helpful as they could be. And whether, for 2019, we should be more realistic about what we will, or can, achieve.

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