Beyond IT: Expanding the Service Desk’s Footprint
09/28/20 IT Service Management (ITSM) strategies and platforms inherently target IT: it’s a part of the acronym! And, the ITSM platform is the bridge between IT and the organizatio…
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IT Service Management
291 articles · Page 7 of 25
SupportWorld Live Goes Virtual! A Recap and Lessons Learned
09/18/20 Conferences, while a lot of work, are such a fun outlet to connect with other people in the IT community. It’s an opportunity to learn about new technologies, trends, and …
A Beautiful ITSM Union: ITIL and DevOps
09/17/20 Since the launch of ITIL 4, incorporating DevOps into service management strategy has been a hot topic. On the surface, both DevOps and ITIL are frameworks that can help f…
IT Pros on the Future of Automation and AI in ITSM
09/10/20 Think about your last online order. If you’re a frequent online shopper and have created profiles for sites you visit often (*raises hand*), then you’re probably familiar …
Better Together: Benefits of Connecting Configuration, Change, and Release Management
09/03/20 Both the technology and infrastructure we use have changed how we deliver services to our customers (or employees in this case). But how are our businesses adapting to the…
Knowledge Management: An ITSM Lifeline to Connect Remote Employees
08/28/20 Knowledge management is a cornerstone of IT service management (ITSM). It provides technical guidance, steps to best troubleshoot issues, and in some cases an outlet to ex…
Beyond SLAs: Getting to the Core of Service Delivery With XLAs
08/27/20 As a consumer, you most likely can agree that the overall experience in the buying process is equally, if not more, important than the product or service itself. Forbes ac…
Service Level Management: Tying it Together With SLAs, SLOs, and XLAs
08/20/20 Quality service and providing value to service desk users is a sure way to boost employee engagement. In fact, if employees aren’t satisfied with their requests and provid…
How Digital Transformation Has Evolved Through COVID-19
07/30/20 There’s no debating the value of digital transformation when it comes to optimal business performance, but for many IT leaders, some digital initiatives are pushed to the …
A Successful ITSM Implementation Starts With 4 Checkboxes
07/16/20 You’ve been contemplating adopting a new ITSM solution for some time. The current one handles the bare minimum—it helps your team churn through a ticket queue—but you know…
4 Ways to Improve Your Change Management Practices
07/09/20 Okay, good. You have a change management practice in place. You know how to define it, its benefits, how to get the process started, and how to measure its success. You al…
Change Templates: Your Roadmap for Necessary IT Changes
07/02/20 For some, change is something to look forward to. For others, it may be scary and anxiety-inducing. If the latter describes your organization, it may be time to rethink yo…