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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ITIL: Insider Secrets and 5 Best Practices To Make It Work For You

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ITIL is a set of guidelines, not rules. Using the ITIL® definitions and processes exactly as they are written is the opposite of helpful: Doing so slows productivity, brings frustration, and generally leads you into an abyss of poor decision-making. You’ll do much better to consider, from the start, how to tailor the information to fit the needs of … [Read more...]

The Journey from ITSM to DSM

The Journey from ITSM to DSM

In my first year at BMC, I’ve met with 100s of customers and have been amazed at the common passion they have to transform how IT services are delivered, managed, and consumed for a new digital future that is here now. In my previous blog on our new vision for the industry, Digital Service Management: A New Vision for ITSM, I contrasted how digital … [Read more...]

How Digital Innovation is Driving the Modern Service Desk

Digital Innovation and the Service Desk

A few weeks ago, I met with one of our large retail banking customers.  During this meeting we discussed how important it was for the bank and its 100,000+ employees to have a modern, innovative, user-friendly experience when interacting with I.T.  Their desire to deliver innovation for their employees is rooted in a requirement to drive concurrent … [Read more...]

ITSM Best Practices: Quoting ITSM Isn’t Enough

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Why is it that we remember certain quotes, for instance ones from Monty Python, popular movies, or (for us tech types), from British sitcoms like the IT Crowd? It’s because, in just a few short words, they convey a reality we all ruefully recognize. Unfortunately, though, when we’re walking around in the real IT world, the things we are more likely … [Read more...]

Knowledge Management Strategies: Exploring the Long Tail

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In 2007, Chris Anderson, then Editor-in-Chief of Wired, wrote a seminal article entitled The Long Tail, in which he described a unique advantage held by big online retailers, such as Amazon, over traditional physical media outlets. For bricks-and-mortar stores, it has never been economical to stock anything beyond a relatively thin slice of … [Read more...]

Service Desk Software: The Key to First Call Resolution

Smarter-Service-Desk

In an ideal world, it might seem like there would be no need for service desk calls at all. Realistically, we know that there will always be good reasons for customers to call. We still want to provide the best possible service. We want to do it effectively and efficiently. The best possible customer experience ends with the issue resolved … [Read more...]

BMC Remedyforce Spring ’15 for Efficient, Modern Service Management

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BMC today announced Remedyforce Spring ’15 with productivity enhancements that deliver a streamlined, high-speed service management experience in the cloud. “Modern digital enterprises need a more dynamic and expansive approach to service management incorporating mobile, cloud, social, and Internet of Things,” said Robin Purohit, president … [Read more...]

ITIL and DevOps: Let’s Not Paper Over the Differences

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With the rise of Agile and DevOps, what becomes of ITIL? Gene Kim, the author of The Phoenix Project (along with Keven Behr & George Spafford), states: “ITIL and ITSM still are best codifications of the business processes that underpin IT Operations, and actually describe many of the capabilities needed in order for IT Operations to support … [Read more...]

Best Practices for Managing Change So It Works—Without Losing Your Cool

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The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.  —Theodore Roosevelt You’ve heard it said that “change is the only constant,” but, in my experience, the failure rate of change comes awfully close! The research figure of 70 … [Read more...]

Do you have a funny IT Help Desk story?

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We’ve all heard the probably apocryphal story about a hapless employee calling the IT help desk and reporting “a faulty cup holder.” Apparently, they’d tried using their CD drive to hold their morning coffee, with predictable and messy results—or so the story goes. Maybe it happened, maybe it didn’t—but as you well know, strange and funny things … [Read more...]