How to Use XLAs Effectively

 IT departments are increasingly waking up to the fact that experience level agreements (XLAs) are the difference between good and great IT service management (ITSM) and the business results this brings. Done well, they can increase both (internal) customer and end-user satisfaction and improve relationships with key business stakeholders.   If your organization is currently looking at the ...

Information Security Management in an ITIL 4 World

Information security management is the IT service management (ITSM) practice that protects the business and its data from threats. Done well, it can keep customer data safe, reduce the threat ...

Post-Pandemic Improvement – Keys Ways of Reducing IT Waste

IT service management (ITSM) best practice is all about delivering IT services that bring value to the business while removing operational blockers and constraints. Now, in many regions, as the world ...

An Introduction to XLAs for ITSM

We’ve had a decade of people talking about the fact that customer experience, or CX, makes the world go round. However, in “IT land,” we’ve likely been so focused on meeting hard, data-driven targets ...

The Service Desk is the Heart of Your Technology Value

Let's face it – the service desk is: The lowest-paid or the entry-level into IT The last to be trained or consulted on what is about to go live Rarely involved in the design of new services or fixes ...

What to Do If You Have a Change Process Dodger (Part 2)

Welcome back! In the first part of this two-part blog series, we dealt with training and awareness, making it easy to raise changes, and streamlining approvals. This leads us nicely on to the next ...

What to Do If You Have a Change Process Dodger (Part 1)

Something that doesn’t get talked about as much as it should is how to handle colleagues who, for whatever reason, aren’t engaging with the change practice. Let’s call them “dodgers,” although other ...

Building Greater Resilience into Your IT Service Desk

I think we can all agree that 2020 was a rough year for nigh on everyone. We had the global pandemic and, depending on where you live in the world, potentially multiple lockdowns and a huge toll on ...

How to Start with ITAM – and Without an ITSM or ITAM Tool

When looking at blogs and articles that share IT asset management (ITAM) best practices and tips, they often assume that there’s an ITAM tool, or at least an IT service management (ITSM) tool, in ...

4 Problem Management Root Cause Analysis Techniques Explained

If your organization is looking to create a structured problem management capability. Or is perhaps looking to improve upon the problem management status quo within your organization. Then this blog ...