ITSM Articles

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.
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.
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.
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!
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.
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.
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.
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.
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.
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!
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.
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?”
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.
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?
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.