ITSM Articles

Change Management

The Win(d)s of Change Management – Part 1

This is the first in a three-part series of ITSM articles about the new thinking in change management that offers a practical and pragmatic approach to managing change in the new business and IT worlds.
The Causes of Wellbeing in IT Issues

The Post-COVID State of Wellbeing in ITSM – the Good, the Bad, and Maybe the Ugly

This article explores the results of our 2020 wellbeing in IT survey. With results casting doubt over how well equipped organizations and managers are to dealing with wellbeing issues to whether or not people feel their personal efforts are recognized sufficienctly – it’s an interesting read.
SLAs

How to Create Better SLAs and ITSM Outcomes

If you’re currently unhappy with your service level agreements (SLAs) and how they help or hinder your IT service delivery and support, or if you don’t have effective ones, then check out this article offering up six tips for better SLAs.
ITSM and DevOps Perception

DevOps and ITSM – the Perception of Different

Are you sitting either side of a DevOps and ITSM divide? The truth is, they’re really no different to one another. Here Daniel Breston challenges you to change your perception of DevOps and ITSM and start talking in a common language.
Blue Green Deployments in ITSM

Using Blue-Green Deployments and Canary Releases in ITSM

Here Stevie Chambers explains two extensions of Blue-Green Deployments and Canary Releases to being controlled by ITSM tools for both cloud and non-cloud scenarios.
Adobe Flash End of Life

Adobe Flash End of Life – Managing Change and Keeping Secure

Adobe is set to remove support of Adobe Flash on the 31st December 2020. With that date rapidly approaching, companies need to be fully prepared. This article shares three steps for ensuring your organization effectively manages the change and remains secure.
8 Key Factors to Recognize When Implementing a SIAM Operating Model

8 Key Factors to Recognize When Implementing SIAM

In this article Steve Morgan shares his experiences of implementing multi-vendor IT operating models, offering up eight key areas of advice to help you on your own SIAM journey.
ITSM Implementation

Consultancy Beyond ITSM Implementation to Support Continual Improvement

The first day using your service management solution is important. But for your service desk to be as efficient and intuitive as it can be, you’ve got to continually improve your knowledge and use of the tool. The best people to guide you along the way? ITSM consultants. Here’s why.
Lean Tips

3 Lean Tips for ITSM

This article by Joe the IT Guy describes three Lean concepts (Pull the Andon, Genchi Genbutsu and Gemba, and Nemawashi) that can be applied to ITSM – helping ITSM teams with their work tasks and enhancing the quality of leadership. Read it now.
COVID-19 Cloud

Cloud Helped Society Survive COVID-19 – What About Your Organization?

As business returns to normal, or a “new normal,” following the COVID-19 crisis, their experiences with cloud adoption can help your organization to reconsider the benefits of cloud and to better prepare for any future crises. Here this article explains.
ITSM in the New Normal

ITSM in the New Normal – a Crowdsourced Perspective

So much has changed with the COVID-19 pandemic and it’s important for IT organizations to realize that IT service delivery and support will likely never be the same. With that in mind, here 22 ITSM-ers share their thoughts and opinions on what ITSM will look like in this ‘new normal’.
Service Management Tools

The Path Out of COVID-19 Needs Service Management Tools

Research has shown that demand for modern, agile service management tools is greater than ever. This article by Patrick Bolger explains how IT groups with a strong digital strategy – who are acting now – will help the service management tools market to fly.
ITSM in the New Normal

Five Things to Expect of ITSM in the New Normal

What will the “new normal” mean for ITSM? Will it be more or less relevant? Can the ITSM frameworks and methodologies help us adjust, or will it hinder us from achieving credibility with our customers? How will working remotely affect our relationships with our suppliers, customers, and other stakeholders? Here, John Custy explores.
Post-COVID-19 Future

Next Steps for our Post-COVID-19 Future

In this article, industry authority Barclay Rae shares some practical activities that organizations – including yours – can take to plan for ITSM’s post-COVID-19 future across three key areas of: governance, data and analytics, and social continuity.
Cloud Governance

Using ITSM Tools for Cloud Governance

ITSM practitioners, practices, and tools should be considered important guardrails to add to any cloud adoption project. And there are no excuses for an ungoverned cloud. This article explains the importance of ITSM guardrails for cloud governance and lists several key tools and practices to put those guardrails on the cloud.

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