Power to the People: Service Desk 7

Workplaces are in the midst of a paradigm shift. As companies deal with a workforce that is all but scattered to the winds, they need a way to optimize their processes, give visibility to their IT staff, and empower their employees to bolster autonomy. Otherwise, they’ll end up with redundancy, over-reliance on inefficient communication, and a lack of transparency. Breaking this cycle requires a ...

What to Look for in an ITAM Tool

Selecting an IT asset management (ITAM) tool can be tricky. The IT management market is awash with ITAM tools but how do you know which will really deliver against your organization’s needs? But ...

Change Enablement in an ITIL 4 world

Change management is the IT service management (ITSM) capability that ensures change is delivered effectively and safely, delivering outcomes that enable the business. Done well it can deliver new ...

The Essential Guide to Creating an IT Service Catalog

The state of work is constantly changing, responding to rapidly evolving circumstances and, in turn, shaping the way we understand the role of technology within our day-to-day lives. As we rush to ...

Getting the IT Service Desk and IT Security Teams Working Together

One of the biggest current risks/threats to organizations is cybercrime, so it’s unsurprising that phrases such as “security is everyone’s responsibility” are popular. There’s also a need for IT ...

Service Level Management in an ITIL 4 World

Service level management (SLM) is the IT service management (ITSM) and ITIL practice that helps to ensure IT delivers the outcomes needed by the business. Done well, it can improve relationships, add ...

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 ...

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 ...