Digital Transformation Articles

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’.
What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.
What is the role of ITSM in supporting an organization’s journey to digital transformation in 2020 and beyond? This article explores.
This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
Here Paul Wilkinson discusses the ABC of ICT and how it’s still as relevant today as it was 15 years ago, if not MORE relevant. In particular, that digital transformation initiatives will fail if ABC factors are not addressed.
There’s a lot to consider with digital transformation. For instance, how should your organization get started? It’s a little similar to how to eat an elephant – one bite at a time. But which bites do you take first? To help your organization to get started with digital transformation, here we share eight tips.
This article asks how we can possibly expect to achieve our digital transformation agenda without basic service request management building blocks in place, and offers up seven tips for optimizing your service request management capabilities as part of your organization’s digital transformation activities.
While information of enterprise service management successes and failures can be hard to access, here we suggest that the more readily available digital transformation stories can be conveniently applied to corporate enterprise service management strategies and their execution.
The new, and higher, expectations of digital consumers – which includes employees – now means that IT organizations need to reassess their IT support services and capabilities across four key areas including service support strategies and service desk operating models; here Sarah Lahav discusses all four.
Digital transformation is a massive undertaking, but you can take advantage of a quick win building on what you already have – your ITSM tool. Find out more here.
To begin tackling digital transformation, we must start with the most basic tenet: a definition. So what is it? And what’s your role in it?
Consumer-world led mobile and digital experience innovations have permeated the enterprise IT landscape, but how have they impacted the IT service desk?
There’s no doubt that the pace of IT and business change is continuing to quicken. But what can ITSM professionals do to keep up with the pace of change?
Eliciting organizational change can be difficult. Here a number of people give their advice on facilitating change and how to get get management buy-in.