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What’s Killing Your ITSM Tool Investment and Operational Cost Savings?

You might read the title of this blog and wonder about two things. First, “What? Our IT service management (ITSM) tool is an investment, not a necessity?” And second, “IT support cost savings – surely we need to improve our IT support capabilities right now?” You’re not wrong on both counts but please bear with us. First, your organization’s ITSM tool is a necessity, but it’s also a business ...

Our best ITSM articles of 2020

Wow, 2020 is over already. From some perspectives it couldn’t finish soon enough, but we’re proud of the hard work of all the IT professionals around the world in this troublesome year. We’re sure ...

ITIL Continual Improvement 2021: A needed investment

While our previous ITIL 4 blogs have covered the IT asset management (ITAM), service desk, and risk management practices, the demands of the coming year place an emphasis on the need to improve ...

ITIL 4 Best Practice Overviews – Risk Management

The latest ITIL 4 IT service management (ITSM) body of knowledge brought about many changes to the ITIL v3/2011 best practices. These “structural” and approach-based changes have been documented in ...

Taking a People-Centric Approach to Optimizing Your IT Support Capabilities

When you stop to think about how hard your IT service desk personnel are working – especially after what has been a very busy and problematic year, to say the least – you might want to introduce some ...

What You Need to Know About ITIL 4’s Organizational Change Management Practice

Have you ever stopped to wonder why the very diligent implementation of new technology – to time, cost, and quality – doesn’t deliver the expected benefits? IT self-service capabilities are usually a ...

How to Optimize Your IT Support Capabilities for 2021

It’s safe to say that many of us will be glad to see the back of 2020, with 2021 hopefully bringing with it a return to normality (or as close as we’re able to get to it). This applies to both our ...

5 Key Guidance Points in the ITIL 4 ITAM practice

The latest version of ITIL – ITIL 4 – was released in 2019 with a new focus and a different portfolio of IT service management (ITSM) guidance. For anyone interested in IT asset management (ITAM), a ...

How ITSM Can Help Digital Transformation

Thanks to the impact of the COVID-19 pandemic, many organizations have been forced to undergo rapid transformations in how they operate, including their use of technology. Cloud-based applications, ...

5 Key Guidance Points in the ITIL 4 Service Desk Practice

The latest version of the ITIL IT service management (ITSM) best practice guidance – ITIL 4 – was released in 2019. Unlike ITIL v3/2011, this positioned the service desk as a practice – the ...