The Next Era of Service Management
The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.
How to Understand What “Being Agile” Means
Being agile seems to be “the new black” in the IT industry, and customers increasingly expect their service providers to be agile. But what does this mean and how do you achieve it? This article explains.
Is It Time to Rethink Your Approach to the CMDB?
The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).
Enterprise Service Management Explained
While the concept of enterprise service management (ESM) has been around for well over a decade, the terminology isn’t necessarily something that people are aware of. So, in this article, Sophie Danby attempts to explain everything you need to know about it.
Digital Transformation Is Not a Chatbot
Taking the technology-based approach of “Let’s transform by buying a new tool” isn’t digital transformation. To find out what is, and what you need to do, please read this article by Roy Atkinson.
Digital Transformation: A Look at The Future, Examining the Past
The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.
How to Better Manage an IT Service Desk in a WFA Era
The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?
How to Develop a Teaching Model for ITSM
This article explains some of the key attributes for creating a successful teaching model for ITSM (or for any other area for that matter).
12 Books Every ITSM Practitioner Should Read
Ready to invest more in yourself? Here Earl Begley shares a list of 12 books and publications to read AND utilize to improve your leadership skills as an ITSM practitioner.
The Current State of AI Adoption in ITSM
Here Stephen Mann shares the results of our recent survey assessing the current state of AI adoption in ITSM, looking at what ITSM tool vendors offer, who has adopted what, and what people see as the biggest barriers to success.