ITSM Articles

ITSM Topics for 2019

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.
“I Want 100% Security!”

“I Want 100% Security!” – Improving Security, the Jedi Way

Does the information security world owe a huge debt to the wisdom of Star Wars? And is there a way to improve your organization’s security approach and posture using the wisdom of Jedi? Security authority Daniel Card explores.
Agile and ITSM

Bringing Agile and ITSM Together for Better IT and Business Outcomes

Here Nancy Van Elsacker Louisnord provides insight into how service desk professionals can bring together the agile methodology and IT service management (ITSM) for increased value creation; and looks at the current uptake of Agile in ITSM referencing latest industry statistics.
ITSM Future Readiness

ITSM Future Readiness – Please Take the 2019 Survey

Building off of our 2017 analysis, this article introduces a new ITSM.tools survey that we hope will help IT service management pros to better understand where the future of ITSM is heading and what they should be thinking about (and then doing).
ITSM and “Good Skills”

Does Your IT Organization Have the “Good Skills”?

This article by Matthew Burrows focuses on the state of skills, using the Digital Skills Landscape 2018 report, from SkillsTx and BSMimpact, to highlight the current state of skills availability in IT. Are we overly humble in our opinion of our skills or is it the reverse?
A New Mantra for IT and ITSM Professionals

“Run and Reinvent” – a New Mantra for IT and ITSM Professionals?

ITSM pros have spent a long, long time working with a remit to “do more with less.” Then, more recently, the much-more-suitable mantra of “better, faster, cheaper” has come into vogue; but this still overlooks the separation of IT activities, and costs, related to two distinct business needs. Read why here.
Happy employees

How IT Can Lead Employee-Focused Service Management Strategy

We need to rethink the service delivery process and shift our mindsets as service providers away from that of closing tickets (submitted by end users) to instead prioritizing the needs of employees first! But how do you successfully do this? Here you’ll find five tips to get you started.
ABC of service management

The Top 10 People Issues of ITSM (and the ABC of IT)

Best practice adoption failure is often blamed on tools and processes, but in reality these failures are actually caused by people issues. It’s not just limited to best practice though, here Paul Wilkinson looks at the top ten people-related barriers to ITSM success.
ESM and Greater Business Value

How ITSM is Moving Beyond IT to ESM and Greater Business Value

In this article Sarah Lahav discusses the important role that service management has to play in enabling businesses to be more progressive, and shares her thoughts on what IT organizations need to do to be successful in delivering enterprise service management and, thus, increased business value.
ITSM Issues

ITSM Issues: from Bad Management and Incompetent Advice

Bad consultants, new fads, poor “best practice”, incompetent research, bad managers, and toxic consulting… Here Aales Roos looks at whether your attempts to improve your organization’s IT service delivery and support capabilities are failing because of all of the above.
Looking forward

The 12-Step Journey to Modern Service Management

This article summarizes the 12-step journey to Modern Service Management. It provides useful nuggets of information and takeaways you can apply immediately; with the journey map used to help to prevent and/or mitigate failures and to optimize successes.
A man excited about money growing on trees

Understanding How to Demonstrate the Business Value of IT

In order to understand IT services better, and make the translation into business value, they can be broken down into three groups of properties: better IT services, faster delivery of IT services, and cheaper IT services. Here, industry authority Mark Smalley takes a closer look at these three dimensions.
Run IT as a Business

Run IT as a Business – 7 Things You Must Do

Here Doug Tedder discusses seven fundamental things that IT must do to run like a business, including: having a compelling portfolio of services and products and exhibiting financial and business acumen. After all, the business of the future demands a technology partner that acts and runs like a business.
Business continuity image

The Impact of DevOps on Business Continuity

Agile and DevOps practices are adopted to help resolve complex business issues at speed while still providing an increased certainty of intent, quality, and safety, but have you ever stopped to think about the the impact of Agile and DevOps on your business continuity practices?  
ITSM is a Business Supplier?

Is IT Part of the Business or Just a Supplier?

IT is a critical business function, with any significant outage a disaster – exactly why the CIO should have a seat on the Board. So why does the question of whether IT is part of the business or a supplier persist? Is IT the victim of an injustice or maybe just super-bad at PR? Let’s take a look.

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