Future ITSM, Innovation, and Making ITSM Conference Magic Last
ITSM conferences offer up a variety of learning opportunities, particularly around the future of the industry and innovation. But do you put into practice what you learn? Here, Simone Jo Moore takes us on the magical conference journey.
ITSM Needs to Embrace the Third Way of Work
Simon Morris of ServiceNow discusses how it’s time for ITSM to transition to, and embrace, “intelligent work” – by putting people at the center of the experience and technology at the service of that person.
ITSM Hot Topics: And in Last Place… People
Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
GDPR – A Great ITSM and Enterprise Service Management Use Case
Did you know that ITSM tools are perfect places for organizations to run their GDPR processes from? Here Richard Josey explains.
What Does Customer Experience (CX) Mean for IT Service Desks?
The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.
What is Application Performance Management? APM Explained
What is APM? Why is it needed? What are its benefits? And how do you select the right solution? Find your answers in this article.
AIOps – Connecting ITSM and ITOM to Increase Service Quality
Here we look at the real-world operational benefits of using AIOps to connect ITSM and ITOM, and how you can get started.
Garry Protter and the Order of ITIL Change Management
See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.
The 5 Hottest ITSM Trends and Topics for 2018
From Automation to Digital Transformation, DevOps to ITIL, will these top 5 ITSM trends and topics for 2018 as voted for by our readers surprise you?
How To Manage Change Management Like A Rockstar!
This article looks at tips for managing your change process – from successful communication, to how to handle your change advisory board, and more.