4 Ways Digital Transformation Affects IT Support
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?
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.
Change Management: Change Notification vs. Approval
Change management processes and procedures should be created from the ground up, with scalability, standardization, risk mitigation, and efficiency all at the core. But when defining your process, how do you know when a change notification is sufficient and when an approval is required for a change?
Check Out These 20 Unsung ITSM “Social Influencers”
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!
3 Tips for Managing Multiple Personalities on the IT Service Desk
One of the most important aspects of being an IT Service Desk Manager is understanding the personalities of your team members. After all, if you don’t know what makes them tick, what motivates them, or what’s important to them, then how can you effectively manage them?
The Current State and Future of ITSM and ITIL in North America
In this article ITSM authority Troy DuMoulin of Pink Elephant discusses good and poor ITIL behaviors in North America and what the world can learn from them; in addition to how he sees the new version of ITIL helping people in the future.
Culture, Ethics, and Behavior – Why Are We Still Struggling?
Here Paul Wilkinson discusses a key enabler of COBIT – “Culture, Ethics and Behavior” – which can help address people-related issues, and queries why it isn’t seen as sufficiently critical to warrant its further development.
20 Tips for Creating Your ITSM Future
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.
How to Make Your Help Desk a Service Desk Profit Center
How can you move your help desk from being a cost center to a profit center, aligning it with the business outcomes that C-level execs value most highly? Let’s see…
Why Transition ITSM to Modern Service Management?
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.