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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ITSM Frameworks: Which Are Most Popular?

Information Technology Service Management (ITSM) refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service delivery. Organizations generally use a pre-defined framework of best practices and standard processes to provide a disciplined approach to ITSM implementation. The most … [Read more...]

6 Strategies to Reduce IT Costs

In an earlier post, I looked at the simple but powerful idea that there is an inverse relationship between IT maintenance and management costs (M&M) and an organization’s competitiveness. This idea was reported in a recent Forbes Insights survey which noted that “Three out of four executives agree that the amount of time, money and resources … [Read more...]

Service management in the cloud positions Mobiltel and other Telekom Austria operators for the digital age

Mobiltel was founded in 1994, making it the first mobile phone operator in Bulgaria. Since then, Mobiltel has grown significantly and is the largest GSM operator in the country. We have more than 4.2 million customers and are continuing to grow our customer base—which today represents nearly 39 percent market share. We are part of a much larger … [Read more...]

Is It Time To Modernize Your IT Service Management Solution?

When software companies merge, it can create uncertainties for customers. With any merger, there can be concerns about how this might impact commitments to existing products, the combined company’s focus on new product innovation, and the ability to provide consistent quality in customer support. Many organizations that are impacted by a merger … [Read more...]

5 Key Metrics for Effective Service Desk Management

Two oft-repeated business maxims state that 1) You can’t manage what you don’t measure and 2) if you can’t measure something, you can’t improve it. These sentiments apply beautifully to Service Desk management and the virtuous cycle that’s created when an organization implements an Information Technology Service Management (ITSM) system using an … [Read more...]

Help Desk vs Service Desk: What’s The Difference?

Help Desk or Service Desk – Semantics or Strategy? What is the difference between a Help Desk and Service Desk? Is it just a matter of semantics and terminology or are these in fact very different and distinct disciplines that impact an organization’s IT approach and strategy? It is an interesting topic that has lots of different answers, … [Read more...]