Business Transformation: How Business Leaders See the Impact of 2020 and Their Plans for the Future
TOPdesk spoke with 500 business and technology leaders as part of its Transforming the Norm survey to understand the business transformation caused by the pandemic and to offer insights into the future of business.
The 5 Hottest ITSM Trends and Topics for 2021
This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
Building an Effective Service Request Process in a SIAM model
Here IT industry authority Steve Morgan provides his advice on how to build an effective SIAM service request process and how to overcome common challenges.
IT Service Desk vs. IT Helpdesk: What Kind of Desk Does Your Organization Need?
In this article, Roy Atkinson explains the differences between an IT helpdesk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.
Why Organizational Integration is Essential to Digital Transformation
Organizations need to focus on digitally enabled business innovation and experiential excellence if they want to remain competitive over the next few years. Get insights here.
The Current State of Enterprise Service Management and Digital Transformation
ITSM.tools has a new Enterprise Service Management and Digital Transformation survey running in conjunction with AXELOS to provide the industry with fresh adoption data, plus guidance and inspiration. Please take the survey 🙂
Did I Really Learn ITIL from My Grandmother?
Here, Ivor Macfarlane takes a nostalgic and very accurate view of ITIL’s seven guiding principles. When it comes to behavior the important ideas that underpin it really haven’t changed much in the last 100 years. Intrigued? Read on.
Common XLA Mistakes and How to Avoid Them
Are you looking to introduce experience management in your organization? No idea where to start? To help, this article by Sami Kallio outlines many of the common XLA mistakes that your organization will face when adopting an experience management approach.
What Are Your ITSM Priorities for 2021?
This article by Stephen Mann walks through what he thinks should be atop of your list of ITSM priorities for 2021. From security to wellbeing, business resilience to machine learning, your number 1 priority is likely not what you think it should be…
How the IT Department Can Transition from Reactive to Proactive
For IT departments to demonstrate their value, they need to transition from their current reactive role to one that is proactive and strategic. But what steps do they need to take? This article explains.