ITSM
IT Service Management provides a practical approach to designing, employing and managing the way IT is used in an organization. Get the latest information related to ITSM best practices, challenges and solutions.
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Freshworks – Aiming to “Take over Las Vegas” during Knowledge18
Las Vegas is buzzing with the Knowledge18 event from ServiceNow, happening this week at the Venetian, but they don’t have the Service Management space all to themselves on the strip. Knowledge attendees have been treated to free dinners, coffee and a lavish party, all aimed at disrupting the Knowledge18 event and promote the value of
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10 Reasons You Need to Focus on the People Side of Change – More Than Ever Before!
People like me have been banging on for eons about the need to focus on the people side of change. But that drum is now getting louder. The reason is that the landscape has changed. Whereas in the past change was episodic and the management of people through that change performed in a linear process,
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Why Customer-First Is More Important in IT Than Ever Before
More than ever, a customer-first mentality is vital in the IT field. Technology’s abundance leaves no room for excuses regarding the delivery of transparent data and customizable options to consumers. Today, consumers want to have a variety of options at their fingertips, in addition to data that can help inform them of an order, campaign,
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3 Skills IT Needs to Succeed – Marketing, Sales, and Customer Care
If you’re in business, two things are likely true. Your business is increasingly dependent upon IT services and processes to do business, especially if digital transformation – however your organization defines it – is on the agenda. Your users are not uniformly thrilled with the IT services and support they’re getting from those responsible for
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Service Delivery Trends for 2018 – Intelligent Automation, Talent Shortages And Trade Protectionism
Innovative technology adoption, talent shortages and trade protectionism are predicted to be the top service delivery trends for 2018 and the next several years, according to research by KPMG. According to the latest quarterly KPMG Global Insights Pulse survey, investing in new and improved information technology and investing more in robotic process automation (RPA) rank
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Sustainable Change – How to Make Change Stick
I have been thinking a lot lately about how to deliver effective change. The beginning of a new year is often seen as a good time to think about what we have achieved, what we haven’t and what we would like to change and improve, but that’s not the only reason. Effective change is a
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Intelligent Swarming – a Value Delivery Model
How quickly can any organization respond to and avert a material threat to the life of the business? When John Soza, CEO of XYZ Ltd. read in BBC News about the Meltdown and Spectre bugs, he immediately contacted Susan Excello, CIO, asking, ‘What’s the risk? What’s the impact? Is our data safe? What else must
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Applying AI Technology to ITSM: What You Need to Know – Part One
There is a great deal of interest in gaining the benefits of AI Technology in IT service management. But what does AI for ITSM look like? Is it simply chatbots? Auto-routing tickets? Automated knowledge sharing? Predictive insights? Spoiler alert: to address the entire IT service delivery lifecycle not one, but all of these capabilities are
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