April 16, 2024 Enterprise service management – using IT service management (ITSM) capabilities to improve other business functions’ services, operations, experiences, and outcomes – is one of the oldest ITSM trends still relevant to IT organizations and their businesses. What started as the sharing of ITSM tool capabilities to improve the [...]
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March 28, 2024 Both AI and experience management continue to be hot ITSM trends and are at similar stages of their introduction. IT organizations have [...]
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February 22, 2024 It’s hard to read anything related to IT service management (ITSM) these days that doesn’t mention experiences, whether it’s customer [...]
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November 23, 2023 Artificial intelligence (AI)-enabled capabilities offer IT organizations the opportunity for “better, faster, cheaper” operations and [...]
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September 20, 2023 The SysAid 2023 State of Service Management Report highlighted some significant IT service management (ITSM) and enterprise service [...]
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August 31, 2023 The criteria used for IT service management (ITSM) tool selection have almost remained static for the last thirty years. This [...]
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July 19, 2023 Does your IT service desk use a portfolio of IT metrics? I’m sure the answer is “yes,” but is it really a portfolio? Most online [...]
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June 21, 2023 It isn’t enough to know that artificial intelligence (AI) can help your organization’s IT service management (ITSM) operations and [...]
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April 19, 2023 With all of the IT industry interest in employee experience (EX), you might be looking for insight into the what, why, and how of [...]
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March 22, 2023 In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support [...]
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January 5, 2023 IT service management (ITSM) is all about improvement and, if the AXELOS 2022 ITSM Benchmarking Report and survey data is correct, [...]
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November 28, 2022 If you regularly read my blog you’ll know that I’ve already written a fair bit on the tough nut to crack that is problem management. [...]
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September 29, 2022 Your organization might have already undertaken its first budget planning round for 2023 IT operations. Whether it has or hasn’t, have [...]
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