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.

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The Millennial Effect—and How IT Can Keep Up

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Millennials are flooding the workplace. They already account for more than one in four U.S. workers and, by 2025, they’re expected to make up as much as 75 percent of the U.S. workforce. The work styles and preferences of this rising generation will redefine organizations of all sizes in industries of every type—so we’d better get up to speed on … [Read more...]

Does Your IT Organization Have Silo Myopia?

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In over 20 years of working on IT infrastructure, I’ve been involved in any number of troubleshooting exercises. Some have been minor—the sort of thing where the network link in the conference room won’t come up, or perhaps someone’s printer is being fussy. Other issues have been more serious, such as a virus raging through the e-mail system … [Read more...]

Four Best Practices for IT Service Desk Managers

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“The more successful your service desk, the happier and more productive your organization.” Proclaimed in meetings, this type of positive mantra is met with nodding heads – but we all know that a lack of focus and a reluctance to provide a budget to support IT service desk capabilities are common barriers. This blog briefly examines why and … [Read more...]

Five Tenets for High-Performance IT Operations (4 of 5)

Fourth Tenet: Operational Intelligence

In this five-part blog series, members of the BMC OnDemand organization will share their perspectives on the five key tenets that guide the way we run BMC software in the cloud for our customers. Nandu Mahadevan, who leads BMC’s OnDemand organization, provides his views on the fourth tenet: Operational Intelligence. Tenet Four: Operational … [Read more...]

Five Tenets for High-Performance IT Operations (3 of 5)

Third Tenet: Proactive Hygiene

In this five-part blog series, members of the BMC OnDemand organization will share their perspectives on the five key tenets that guide the way we run BMC software in the cloud for our customers. Nandu Mahadevan, who leads BMC’s OnDemand organization, provides his views on the third tenet: Proactive Hygiene. Tenet Three: Proactive … [Read more...]

ITSM or ITIL? That Isn’t the Question

ITSM or ITIL: What's the Difference?

If you’re not sure whether you need ITSM or ITIL®, then I’m pretty sure you’re asking the wrong question. It’s not an “either/or” decision. IT service management (ITSM) is what you do to manage the services you deliver to your customers, even if you don’t actually use that term. ITIL is a best practice framework for ITSM, and you should think about … [Read more...]

Who’s going to HDI 2015? BMC!

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Where will you be March 24–27? The BMC FootPrints Service Core team will be at the HDI 2015 conference In Las Vegas and we’d love to see you there! HDI is the worldwide professional association and certification body for the technical service and support industry. The four-day program is content rich and comprehensive, covering a vast array of … [Read more...]