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Don’t be fooled – by the cloud tech-talk of instances, databases, code, and APIs – into thinking that cloud is all about technology. Unfortunately, this kind of tech-talk can convince IT service management (ITSM)...
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One of my biggest fears as an IT manager is coming to work one day and finding out that my company network was hit by a ransomware attack. So you can imagine my reaction...
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Clouds are services, not products or technologies, so who better to manage them than an IT service manager with a “special set of skills.” Let’s call them Cloud Service Delivery Managers. The type of...
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All the IT service providers I’ve worked with assure me that they measure the services they provide. They use metrics and KPIs to do this, and have service-level agreements (SLAs)  with their customers, which...
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Many businesses, and IT organizations, become frustrated with a lack of agility and responsiveness with their change management process. Rather than being viewed as a “value enabler,” the change management process is often seen...
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IT service management (ITSM) is not just a “big company” opportunity – as both the need and the benefits are not solely dependent on the relative size of an organization’s IT estate, employee numbers,...
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The “serverless” computing paradigm emerged a couple of years ago in Amazon Web Services (AWS) as a new cloud service called Lambda – a serverless computing platform. And now, even though it’s mainstream, it...
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I have often said that, in our rapidly changing business and technical environment, continual service improvement (CSI) is the most important service management process. If you don’t keep improving what you do, then you...
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Hey there, long time no blog post! I’ve been working in SysAid for more than two years now, and lately it has come to my attention that many of our customers don’t know about the...
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A few months back there was a lot of social love for a report that listed the top 100 IT service management (ITSM) “influencers.” As to whether the listed individuals are really influencers is...
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While smart, connected devices in the home such as Amazon’s Echo get much of the media attention around the Internet of Things (IoT), there are many other IoT use cases already in the wild...
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Everyone has a help desk these days, and the service that a help desk delivers will probably cover a range of aspects. The service will be delivered by a combination of human-to-human and computer-to-human...
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If I asked you how your organization does problem management, would you, like so many of the people I have worked with over the years, tell me that you don’t do it? You know...
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Categorization is a critical aspect of many IT service management (ITSM) processes.  Categorization helps us: Route work associated with an incident or a request Produce effective management reporting that enables further analysis or process...
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There are a number of reasons why email and other personal productivity tools are used for IT support, for example: Most IT staff usually have access to email IT staff know how to use...
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There are lots of different names for “the corporate team or function that provides internal IT support to end users.” Examples that I’ve seen used on my IT service management (ITSM) travels include: IT...
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Enterprise service management (ESM) is the use of IT service management (ITSM) tools and processes to support other lines of business within an organization. It’s a term that’s generally used by IT people, who...
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