People often tend to misunderstand the many terms used with artificial intelligence (AI), such as AI itself, machine learning, deep learning, and others. As such, this article aims to help you differentiate and understand the various roles these capabilities can play in IT service management.
At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.
Following the launch of ITIL 4 Foundation, the first stage of the ITIL update, AXELOS has now released the ITIL 4 Managing Professional Transition module. This article looks at its key concepts, who they’re applicable to, and provides advice on how to transition from ITIL v3 to ITIL 4.
Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
This article offers up a variety of ITSM statistics and tips to help you to improve your future ITSM capabilities, collected by Stephen Mann at the recent BMC Exchange event in London.
This article explains what Enterprise Service Management is and how it helps before talking to how new artificial intelligence (AI)-based capabilities – such as intelligent and connected chatbots – make an even greater difference to employee productivity and business outcomes.
Take a moment to think about continual improvement – you could think about the ongoing need, the concepts behind it, or you could just start with the words themselves – continual, improvement, and service for good measure. Here Joe the IT Guy takes a closer look using a rather yummy cake analogy.
Where should your organization start with DevOps? Or, alternatively, if your organization has already started its DevOps journey, what else should it be doing to increase the probability of its efforts realizing the expected benefits of introducing the new ways of working? This article explores.
This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.
Increasingly managed service providers (MSPs) are connecting their systems with their customers’ systems. In doing so ultimately improving the user experience in a number of ways, helping MSPs to stand out in the value that they offer. But how are MSPs reaping the rewards of their customer integration efforts?