The Current State of 24×7 IT Support

24x7 IT support

Do you remember the concept of “follow the sun” service desks? An approach to ensure that there’s always an IT support facility available to employees as and when they need it. This article questions how prevalent 24×7 IT service desks – “follow the sun” or otherwise – are in 2018.

Comparing Internal Versus External Knowledge Base Solutions

Comparing good with bad

This article aims to provide an overview of the different types of knowledge bases available. The question we want to answer here is: “Is it better for your company to use an internal knowledge base (that’s built into your ITSM tool) or an external knowledge base provided by a third party?”

Improve IT Service Desk Customer Experience with Duration Reports

Duration Reports

If you’re not meeting the response time agreements you have with your customers can you explain why? If not, then here’s a potential solution – duration distribution reporting is a strategy that service managers can use to gain a deeper understanding of the lifecycle of a request in your organization. Here we explore…

5 Tips for Preparing for The Future of ITSM

The Future of ITSM

Here we look at the current state of ITSM and ITIL adoption and also look ahead to advise on how we – globally – need to change to prepare for the future of ITSM. Plus we share tips on how to start your future ITSM career – either as a newbie or someone who is eager to change with the times.

AIOps: Getting Ready for The Next Wave Of ITSM

AIOps and ITSM

AI and machine-learning, once obscure academic subjects, are now the talk of dinner tables and cocktail parties. But how can the new technologies and techniques of AIOps extend and integrate with established ITSM foundations to help prepare organizations for the future of IT? This article explores.

Adopting ITIL: The Process Edition

Adopting ITIL

We must stop treating the processes in ITIL as discrete units, where “paint-by-numbers” is a viable approach, says Kaimar Karu. Remember: it’s not about processes, it’s about value and services, and the “how” of every process or concept matters only when the “why” is first successfully addressed.

Is IT Part of the Business or Just a Supplier?

ITSM is a Business 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.

The Growing Role of ESM in Education

ESM and Education

How can enterprise service management (ESM) benefit educational institutions (schools and higher education) by making service delivery and support more efficient and effective through the leveraging of existing IT investments? Here we explore, with examples of what ESM looks like in the education sector.

5 Steps for Better IT Stakeholder Management and Communications

IT Stakeholder Management and Communications

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

Security Hunting

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.