IT Service Management Blog

IT Service Management is about more than a service desk. Users in the modern enterprise need quick and easy access to IT services. Read the latest blog posts on ITIL, ITSM, help desks, and service desks.


Learn about IT Service Management at BMC.

The Importance of Knowledge Management in the Digital Enterprise

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Why is Knowledge Management so important to BMC and to our customers, and why has BMC Remedy Service Management Suite’s Knowledge Management earned the highest ratings in 4 out of 5 Use Cases in Gartner’s Critical Capabilities for IT Service Support Management Tools? Digital transformation is rapidly broadening the range of technologies in use … [Read more...]

Virtual Reality CMDB: The Future of Service Management

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Virtual reality (VR) is one of the most promising technologies for the ongoing evolution of service management. Here at Cloudaction, we’re looking out five to 10 years to imagine how VR can be a game changer for Remedyforce users. The area where VR could have the most immediate impact is CMDB. Current CMDB solutions use two-dimensional forms … [Read more...]

Five Ways to Provide a World Class Service Desk Experience

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This blog is the first in our five-part series on “Delivering a World Class Service Desk.” In subsequent blogs we’ll explore key elements of success including providing hiring the best candidates, measuring the right things, knowing when to outsource and offshore, and managing capacity. Today, we’ll begin with a discussion of five ways you can … [Read more...]

How to Hire the Right People for Your Service Desk

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This is the second blog in our five-part series on “Delivering a World Class Service Desk.” In our last installment, we discussed five ways to deliver a great experience for users. This time, we’ll talk about how you can identify the people best able to deliver that experience—and ensure the best results for your users. We’ve all had encounters … [Read more...]

Healthcare in the Digital Age: Leveraging Remedyforce Digital Service Management Capabilities to Support Hosted Healthcare Operations

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This post is part of a 3-part series from Nuance authored by Dianne Sforza and Clitfon Teate. Legal mandates and the demand for more affordable yet personalized patient care are driving a major transformation in healthcare: Healthcare providers must now transition from manila file folders filled with pages of handwritten notes to electronic … [Read more...]

IT Change: From Resistance to Embrace

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This blog is the first in our three-part series on “Successful IT Change Management,” in which we’ll discuss ways to build a culture that understands the necessity and value of change, and navigates it successfully. In this installment, we’ll address resistance to change—one of the most common and important challenges facing IT organizations. … [Read more...]

Getting IT Change Management Right

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This is the finial blog in our three-part series on “Successful IT Change Management.” Last time, we talked about how you can build consensus and momentum around change in order to build a foundation for IT Change Management. In this blog, we’ll get to brass tacks with three strategies for IT Change Management in the digital business. These … [Read more...]

Laying a Foundation for IT Change

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 This blog is the second in our three-part series on “Successful IT Change Management.” In our last blog, we discussed resistance to change. This time, we’ll introduce practical ways to address and overcome it, and foster a culture in which the implementation and acceptance of change proceed more easily and effectively. In today’s business … [Read more...]

Five Best Practices for Creating SLAs in an ITSM Environment

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According to the Information Technology Infrastructure Library v3 (ITIL v3), a Service Level Agreement (SLA) is “An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover … [Read more...]