5 Tips for IT Service Desk Agent Recruitment from The Avengers
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.
How to Successfully Create an ITSM Roadmap
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.
Better Configuration Management: CMDB Data Visualization for Free
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.
ITSM Futures: Understanding the 4 Levels of Technology Challenge
In this article, Stephen Mann discusses a variety of ITSM futures including ITSM tool implementations, near-term technology futures, and business disruption.
You Need to Manage What You Cannot Measure in the IT Service Desk
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.
10 Tips to Make Information-Security Risk Management Less Risky
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.
How to Adopt a Light Version of ITIL’s Change Advisory Board
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.
Understanding VeriSM, a New Service Management Approach
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.
ITSM Magicians? It’s Not as Silly as it Sounds
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?
Improving ITSM Through a Compliance Approach
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.