Getting Your Service Desk Metrics and Measurement Right
When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.
Is Your IT Support Chatbot’s Weakest Link Your People?
Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?
ITSM and DevOps 101: Your Questions Answered
Following his recent “Ask the Expert” webinar, industry authority Daniel Breston pens the answers to over 20 pressing ITSM and DevOps questions asked by IT Practitioners.
What Steve Jobs Can Still Teach Us About How to Use ITIL
One of the issues with ITIL is not ITIL itself, but how others inappropriately elevate it to a religious level. Can Steve Jobs save us?
Alexa Virtual Assistant – Voice as an IT Service Desk Interface
What’s the point of virtual assistants like Alex for the IT service desk? And how can we make use of the technology to improve service desk efficiency? Let’s take a look.
ITIL Service Portfolio Management and Its Benefits Explained
If the goal of your organization is to provide the right IT/business services to your customers, whether internal or external, service portfolio management is a vital step towards meeting governance requirements and delivering value.
Use Design Thinking to Improve Your ITSM
Instead of IT being a business support function, IT is needed as an innovation engine within the company – this means that CIOs must find ways to promote and institutionalize innovation. Design thinking can be one of the ways to do that.
IT Service Management Made Smarter with Machine Learning
This articles looks at the number of different ways that machine learning and analytics can transform ITSM systems. Read more here.
It’s Time to Stop Inviting Cowboy Consultants to the ITSM Rodeo
Remember: just because someone knows some of the language, or because they’ve been on an ITIL course or read the books, doesn’t necessarily make them a good ITSM consultant.
What ITSM Pros Need to Know About Spectre and Meltdown
Two major 20-year-old security vulnerabilities in CPU architectures were announced in the form of Spectre and Meltdown. Find out what you should do if your affected here.