itsm
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Your Digital Transformation Journey Starts at Knowledge18
Digital transformation, digital disruption, artificial intelligence (AI), machine learning (ML)…these are the new phrases that we are bombarded with at every turn. You could be left feeling that if your business has not embarked on a journey of digital transformation then you have missed a very important ride and have been left well behind the
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Holiday Tech Freezes – Stay C.A.L.M ( Culture, Automation, Lean, Measurement )
“Spokojnych swiat” – is one of most popular Christmas wishes in Poland. In English it means “We wish you a calm and peaceful holiday season”. However, when we try to imagine the atmosphere in an IT department of a medium or large company during December and early January, it rarely is quiet and peaceful. Specialists
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Vendor performance management – Part 1
Addressing the challenges with an ITSM system Today, the number of service vendors per company keeps increasing. This may be stimulated either by the need to reduce the number of in-house IT support staff through outsourcing several IT functions (e.g. maintenance of the ERP or the customer portal), or by the desire to provide service
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The End of Incident Management (as we know it!)
Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation. What is the consumer seeing? What kind of day is the consumer having? What does the consumer
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Five Service Desk Tips for Your Organization
The effectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are five tips that I think will help make your service desk as successful as possible. First of all, you must invest
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Service Request Catalog: Failing to Fail
Many IT organizations fail at their first attempt to go online with Service Management via a Service Portal or Service Request Catalog. Today I’ll look at some of the reasons why and provide suggestions for succeeding the first time, through widespread engagement combined with an agile growth that maintains momentum throughout your efforts. Before beginning,
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Choosing the best Service Management framework for the Business
An interesting question AXELOS recently posed a question on their website Community Area. It was a Founding Members Challenge. Aimed at promoting discussion and debate, the question posed asked about how you would give a new person “Barry” some advice when considering whether ITIL ® was the best framework for the business? So let’s consider
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Every Step Counts: 5 ITSM Lessons from my first marathon
In 2014, I trained for my first marathon. It was a journey that included changes to every aspect of my life, from eating to sleeping to training and changing my daily habits. Running for miles gave me a lot of time to think, and one of things I thought about was how training for a
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