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.

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...]

IT Project Management: Process, Templates, & Best Practices

IT departments do more than roll out new software and ensure that users can connect to printers. You support the critical business systems that your organization relies on to move business forward. Your ITSM solution helps make your tactical tasks easier. But how do you manage your department’s projects? Keep reading to learn about the … [Read more...]

Remedyforce is a Vital Ingredient in Leading Chocolate Producer Barry Callebaut’s Recipe for Quality Service Delivery to Nearly 10,000 Employees Worldwide

The Barry Callebaut Group is the world's leading manufacturer of high-quality chocolate and cocoa products. Our operations cover everything from the origination and processing of cocoa beans to producing the world’s finest chocolates, including fillings, decorations, and compounds. We serve the entire food industry, from industrial food … [Read more...]

Transform HR Service Delivery

HR leaders across the globe are battling three key challenges: How do I transform the employee experience? How do I standardize and automate HR processes? And how do I become a strategic partner to the business? In this infographic we explore some of the challenges and motivations for HR operations professionals and highlight the key … [Read more...]

5 Ways Data Center Discovery can Enhance IT Security

2017 just kicked-off and is expected by many to achieve new records in technology adoption, driven by the transformation of traditional businesses into digital enterprises. While this presents huge opportunities, the threat level has never been so high with cybercrime getting more organized, and derailing the power of new technology. I wanted to … [Read more...]

IT Asset Management Best Practices

I was told once that IT asset management is a process, not a project. Truer words could not be spoken. Yet, I think that many organizations implement IT asset management as a reactive measure to a particular incident. When that issue is resolved, the organizational focus on IT asset management is deprioritized until the next incident. Then the IT … [Read more...]

Service Portfolio vs. Service Catalog: What’s The Difference?

Are you in the stages of defining and setting up your business' ITSM strategy? Perhaps you're redesigning yours and are looking at all your options. If so, you'll likely be faced with the decision between setting up a service catalog or a service portfolio (or both!). Here is what those terms mean, along with a handy guide for selecting the option … [Read more...]

ITSM vs. ITIL: What’s the Difference?

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...]

ITIL and DevOps: Differences & Frameworks Working Together

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...]