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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BMC FootPrints Reviews and Ratings

This post is part of a series on BMC product reviews. Be sure to check out the other post on Control-M Reviews and Remedy Reviews. BMC's FootPrints service desk is an ITSM solution for mid-size organizations that includes incident and problem management, knowledge management, analytics and reporting, mobile access, and much more. User … [Read more...]

Service Management in the Cloud Pays Off for OCASO

Like most companies today, OCASO is transforming itself in response to accelerating consumer demand for conducting business across multiple channels, including in-person meetings and online transactions using smartphones, tablets, and computers. Founded in 1920, OCASO is one of Spain’s leading insurance companies, offering a variety of insurance … [Read more...]

The Secret Life of Your Network: 9 Threats Lurking in Your Data Center

Picture a place filled with threats both known and imagined. Perhaps it’s a ramshackle house with creaky stairs and dusty furniture; a damp, shadowy basement with ominous shapes looming in the corners; or the deepest depths of the ocean. Or maybe it’s your data center. Yes, even a landscape of soothing hums and flashing lights has a secret … [Read more...]

COBIT vs ITIL: Understanding IT Governance Frameworks

COBIT and ITIL are both popular systems used for governance in IT service management. Used together, in part or in whole, these IT frameworks offer guidance for effective management of IT services. What's The Difference between ITIL and COBIT? ITIL is a framework that enables IT services to be managed across their lifecycle, while COBIT aids … [Read more...]

BMC Remedy Reviews & Ratings: The Ultimate Roundup

This post is part of a series on BMC product reviews. Be sure to check out the other post on Control-M Reviews and FootPrints Reviews. BMC Remedy 9, available on-premises or as-a-service in the cloud, is a powerful service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes … [Read more...]

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...]

How BMC Remedy Brings Value to SecOps

Every company is a target for malicious actors who are seeking to gain access to valuable data, or to damage critical systems. With the average price of a data breach now standing at $4 million, security is everyone’s responsibility. ITSM has an important role to play, and can bring significant value to the Security Operations process. According to … [Read more...]