14 Tips for ITSM Knowledge Management Success

Knowledge management frustration

This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.

What Exactly Are XLAs and How Do You Use Them?

Forget watermelon SLAs, you need XLAs

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.

Why is Software Asset Management So Easy?

Software Asset Management

What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.

Artificial Intelligence and ITSM: The Rise of the Future Is Upon Us

Artificial Intelligence and ITSM

What can Artificial Intelligence really do for ITSM, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how AI and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.

What ITSM Pros Need to Know About Customer and Employee Experience

Customer and Employee Experience

Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.

Selfless Service — A New Mindset to Customer Service

Selfless service

We’re all familiar with ITSM and self-service, but are we doing it all wrong? This article looks at something called “selfless service” and how to makes the customer journey so much easier to deliver a better customer experience.

The Current Status and Perspectives of the IT Service Desk

IT Service desk University

This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.