What was the primary driver behind you last changing your ITSM tool? Lack of flexibility? Security issues? Please share via our poll.
How would you explain some of your ITSM activities to a five-year-old? Or even to somebody outside of your IT Support team for that matter?
A comprehensive list of links to access ten analyst reports for free including the Gartner ITSSM Magic Quadrant, and Ovum Decision Matrix.
10 ITSM Tool Selection RFP Tips, crowdsourced by Roy Atkinson. Including “focus on the right things” and “Don’t get lost in the weeds.” See more here.
So what did the authors add to the ITIL and ITSM ecosystem by contributing to the ITIL Practitioner Guidance publication?
So enterprise service management is happening, but what should you do to increase your organization’s chances of success?
“Enterprise service management can, and should, be so much that replicating the IT service desk in other business functions” says Stephen Mann.
“Why do we continue to waste the BI opportunity that sits atop our wealth of ITSM data?” Asks Stephen Mann. Read more here.
Stephen Mann takes a look at four key drivers that are helping enterprise service management’s cause. Take a look to see what they are.
This is a high-level overview of 14 opportunities to improve your customer support, with a focus on the bigger picture of service desk improvement.