Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.
There’s a wealth of materials available to help create or improve various ITSM processes and increase levels of maturity. But how do we turn this into a ITSM roadmap? Here Richard Josey discusses how to build and refine yours.
What’s the best way to represent your configuration item relationships that are created and managed within your CMDB? Here, Mark O’Brien shares his experiences at Leeds Building Society and tips to help you better visualize your CMDB.
In this article, Stephen Mann discusses a variety of ITSM futures including ITSM tool implementations, near-term technology futures, and business disruption.
Are you measuring activity-based metrics? Or value-based? And what about customer satisfaction? Do you even know? Here, Industry authority Aale Roos discusses why it’s time to reevaluate your IT service desk metrics, and why.
In this article Daniel Card offers up ten key elements that he thinks enables risk management to bring about business value (and to increase the security posture). Take a look.
A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.
Unfamiliar with VeriSM – the new approach to service management (not just IT service management)? This article provides a brief overview of its philosophy and model, and includes links to other useful sources.
Could it be a cool idea to see ourselves as ITSM magicians? Using our magic skills to provide the tools and capabilities our customers need to use? And if so, how do we use this idea to make things better?
This article looks at the importance of “ITSM Process Compliance”, why it’s needed, what it involves, and the potential pitfalls to avoid. Read more here.