ITSM Archives

5 Steps for Better IT Stakeholder Management and Communications

Posted by Stephen Watts
on August 2, 2018

There’s one major area of IT that unlike the rest isn’t clearly defined — the people. And it’s why effective stakeholder management is so vital to your IT success. Here we dig into what stakeholder management is and provide a simple, five-step framework to help manage your stakeholders more effectively.

Security Threat Hunting: Using a Honeypot, SIEM, and Some OSINT

Posted by Daniel Card
on July 31, 2018

After attending a demonstration of live, real-time, security threat hunting, Daniel Card was left disappointed. So for this article he decided – in line with his research – to hunt out some real-life security threats on the internet on his own. Here you can get the lowdown and see the actual data he found.

4 Ways Digital Transformation Affects IT Support

Posted by Sarah Lahav
on July 26, 2018

The new, and higher, expectations of digital consumers – which includes employees – now means that IT organizations need to reassess their IT support services and capabilities across four key areas including service support strategies and service desk operating models; here Sarah Lahav discusses all four.

ITSM Statistics – Does IT Know the Business?

Posted by Stephen Mann
on July 24, 2018

Here you’ll find our latest survey results related to ITSM pros and their business knowledge and focus – with the responses showing both positive and negative aspects of modern-day IT service delivery and support. Read on for analysis covering the likes of customer centricity and the business impact of IT issues.

Check Out These 20 Unsung ITSM “Social Influencers”

Posted by Stephen Mann
on July 17, 2018

Here we highlight some of the unsung ITSM social media heroes; who should be followed for their Twitter sharing, blogging, or both. This is our list of 20 people who should make ITSM “Top Social Influencer” lists but often don’t!

20 Tips for Creating Your ITSM Future

Posted by Stephen Mann
on July 3, 2018

Seven ITSM influencers share their advice on creating your ITSM future: including how the changing landscape demands new approaches, and what you should be considering now (and later) with regards to chatbots and machine learning.

Why Transition ITSM to Modern Service Management?

Posted by John Clark and Kathleen Wilson
on June 26, 2018

Read how organizations can use something called “Modern Service Management” to help them move from legacy, traditional IT models to an easier, more efficient, cost effective, and agile service structure.

Why is Software Asset Management So Easy?

Posted by John Fulton
on June 14, 2018

What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.

5 Ways Your ITSM Tool Must Support Digital Transformation

Posted by Stephen Mann
on June 6, 2018

Digital transformation is a massive undertaking, but you can take advantage of a quick win building on what you already have – your ITSM tool. Find out more here.

What ITSM Pros Need to Know About Customer and Employee Experience

Posted by Sami Kallio
on May 31, 2018

Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.

Four Things That Ensure “Fit for Use”

Posted by Doug Tedder
on May 22, 2018

In IT it’s important to remember that while a solution may be technically-sound and “fit for purpose,” value cannot be realized if those solutions are not also “fit for use.” Here Doug Tedder shares his advice on how to ensure that your solutions are both.

Modernize ITSM: Transform Digitally, Move from Being Costly to Valued

Posted by John Clark and Kathleen Wilson
on May 17, 2018

Many IT Service desk and IT support teams operate as a cost center, struggling to demonstrate their own value to the business. Let’s change this and modernize ITSM. To help, this article offers up 6 ways service and support teams can demonstrate value.

6 Tips for Modernizing IT Management and Delivery

Posted by Daniel Card
on May 15, 2018

In this article Daniel Card shares a list of common CIO challenges along with advice on how to combat them, providing 6 tips for modernizing IT management and delivery.

Is the ITSM Industry About to See Even More Tool Churn?

Posted by Stephen Mann
on May 14, 2018

Is change afoot in the ITSM industry? And is a well-known SMB ITSM tool provider starting to make a play for the enterprise market? Maybe, just maybe.

ITSM Articles