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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Finding Excellence: Looking at Problem Management
This is the second part of a two-part blog series. The first instalment looked at Change Management. Unlike change management, a solid problem management process is a solution rather than a cause, mainly because it addresses issues after the fact. As you look at problem management, you’re looking at several factors: the ability to determine
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Finding Excellence: Looking at Change Management
Implementing and benefiting from service management processes is most definitely a marathon, not a sprint, with value to be gained along the way. In my travels as a consultant, I see varied levels of maturity and struggles faced by organizations. We all continue to look for high availability and outage-free days. But, in some organizations,
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BMC Software and CA – A Potential Change in the Enterprise Software Landscape
A rumor flew across our desk today that has made the entire team at IT Chronicles sit up and take notice. According to a Bloomberg Technology News article BMC Software and CA are in discussions that would see them combine as part of a transaction to take CA private. The market is certainly taking notice
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How a Live Chat Agent Should Question Customers Correctly
Live chat technology has been around for nearly a decade now, however not all businesses have implemented it. Those who understand the benefits of such a system started using it a long time ago but there are some who still remain unconvinced. So, if you are planning to implement live chat support software for your
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EasyVista to Acquire Knowesia – Boosting Knowledge Management Capabilities
IT Service Management has been moving more and more towards a self-service, knowledge-driven model. Vendors in this space are looking to innovate and harness the power of knowledge in the solutions they offer to their customers. One of the global leaders in ITSM solutions, EasyVista Inc, has just announced the upcoming acquisition of Knowesia, an
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Why You Need to Know Your Company’s IT Service Management Maturity Ranking
The volume of tasks running through the service desk continues to escalate. And end users—conditioned by Amazon, Facebook and Netflix—have ever-increasing service expectations. But IT budgets remain unchanged, begging the question: How can IT make service processes more repeatable, predictable and automated while improving customer service—a growing business imperative? Taking a page from the playbooks
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The CAB – Do We Still Need One?
A couple of recent client engagements have had me wondering about this question. If Change Management is done properly, do we really need final approval by a CAB during a meeting when most tools have robust automated approvals, conflict checkers and risk assessments? The answer is likely no, we can replace the CAB with review
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National Bank of Canada Aiming for Service Management Excellence with BMC
The financial services industry is an area where service management is critical to customer service, organizational reputation and operational efficiency. Where their money is concerned, customers simply expect things to work, when they don’t the bank’s reputation suffers. Being able to responsive to customer needs and provide innovation in banking is a key success factor
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