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Support Provision & the Changing Landscape of the Service Desk

Service desk teams provide support and service to company employees, helping them to make the most of the IT assets that the company provides. At least, that was always the role that IT Service Management teams saw themselves providing. The overall goal may not have altered, but how this is fulfilled has been changing. The traditional methods that service desk teams use to demonstrate their value don’t... 

2-Speed ITSM

IT and ITSM are at a crossroads, where they are being pulled in several directions. On the one hand there is high demand to speed up, be innovative and engaging, yet they must also ‘keep the lights on’ and protect the IT assets of their organisations and customers. With the spread and complexity of technology and searing the pace of change, most IT organisations need to wake up to the fact that... 

Renovating Your House of Change Management

No Laurence Llewellyn-Bowen probably won’t be paying your change process a visit, but he certainly won’t “thwart the juices and desires of the great interior design public (or change managers) at large” whilst undertaking your change renovation project In my inaugural article, I talked about how aligning the change management processes – from capturing customer demand at the beginning;... 

Enterprise Service Management – Enabling Value Delivery Outside IT

The lines between departments are often blurred and requests can be passed around or come to a complete standstill Enterprise Service Management – Enabling Value Delivery Outside IT is a guest post by Darroll Buytenhuys, Chief Operating Officer at Samanage   In IT we often forget this, but we aren’t the only department that provides internal services within an organization. HR, facilities,... 

Practical Ways to Eliminate Alert Fatigue

In March 2014, US Retailer, Target revealed that its security software had detected its now infamous data breach five months earlier, and that at least eight IT employees had seen the threat alert but decided not to act on it.  Some commentators jumped on the firm for its apparent incompetence, but security experts say its reaction was pretty normal. So how and why do data breaches, equipment failures... 

Keeping Up in an On-Demand World

Fostering good relations with business counterparts is a good place to start It’s a fact that business user expectations of IT continue to grow in today’s tech-heavy consumer culture. In a world where we can get access to new capabilities and services quickly in our personal lives, it’s no wonder that business leaders are seeking the same continuous delivery of new capabilities in their work... 

ITSM Evolution – Practical Steps to Stay Current

Using ITSM solutions can be like rummaging through a garage full of old tools that you rarely use in order to find one or two tools that you do ITSM Evolution – Practical Steps to Stay Current is a guest post contributed by Dirk Anderson, Head of Product at RedPixie   With the growth in BYOD and the consumerisation of devices, more and more enterprises are adapting the way that they use... 

Change Management: Responding to a Crisis

Keep Calm… One of the things that isn’t covered as much as it should be is how to respond to a crisis directly linked to Change activity. This is one of those things where despite your Change process, despite your sparkly toolset and fab policies & work instructions, something has gone pear-shaped on a massive scale and you’re staring down the barrel of a Change Management related crisis. Here... 

Project success with Organizational Change Management (OCR)

Prepare for three camps in your communications This article has been contributed by Mike DePolis, ITSM Practice Lead at Fruition Partners.  Organizations that are undertaking an ITSM initiative all too often leave out the centerpiece of success, or merely give lip service to it. Whether your organization is undertaking improvement of a single process, an entire transformational change, or even an... 

Too much Shadow IT? Sunlight is the best disinfectant

“Sunlight is the best disinfectant” U.S. Supreme Court Justice Louis Brandeis. Could issues with Shadow IT be addressed by openness and communications? A lot of people confuse the term Shadow IT for something more sinister, something straight out of a Tom Clancy cyber-espionage thriller. If it were so, it’d be so much more cooler, of course, but on the contrary, Shadow IT is something far...