Assessments in an Age of Digital Transformation
How do you create liberating and successful ITSM/ITIL maturity assessments, even when you’re about to undergo a digital transformation?
Customer Service Excellence – Now More Than Ever
Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.
An ITSM Holy Grail – High Self-Service Adoption Levels
Getting self-service right isn’t just about “getting self-service right.” Here Simon Johnson explains more, along with tips for self service success.
Why an IT Hero Culture is Bad for Customers
Once you recognize that your IT organization has an IT hero culture, and that it’s not that great for your business, what can you do about it?
Intelligent Disobedience at ITSM16
A look at how a talk on intelligent disobedience will take a Help Desk perspective to offer some ideas throughout ITSM and far beyond.
Are Service Management Practitioners Willing to Change?
“Why do service management believe they have the right to control DevOps?” Asks Kevin Holland, in a some what controversial article. Read more here.
Is Your Company Ready for Enterprise Service Management?
Enterprise service management is about providing employees with consistently high-quality services and support. Here Stephen Mann explains more.
SIAM From the Frontline
What are the key things to understand about SIAM? And should you adopt a SIAM approach yourself? Here James Finister explains more.
DevOps and the Critical Questions
Can you afford the benefits of DevOps? Is the DevOps horse suited to your course? Mark Smalley explains why these critical questions are important.
DevOps, SIAM, and ITSM Lessons Learned at FUSION 16
Sophie Danby shares some of the key takeaways from FUSION 16 – capturing ITSM-related nuggets on DevOps, SIAM, and Knowledge-Centered Support.