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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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...]

The Imperative for Digital Services

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From the moment we wake up to the moment we go back to sleep, we swim in a sea of digital services. Like most people, my iPhone is the first thing I pick up and the last thing I put down every day. It is with me constantly and I use it nearly continuously—like billions of others. And like billions of others, I take it for granted. A few weeks … [Read more...]

Zoo Special: The Digital Workplace and Its Millennials

Zoo Special: The Digital Workplace and Its Millennials

The Zoo speaks to Chief People Officer Monika Fahlbusch about preparing for the Millennials. What can businesses do to attract the best and brightest? Beyond setting up a digital workplace–where technology promotes creativity, freedom, and communication–building a brand that speaks to workers’ personal values is key. Unlike popular belief, the … [Read more...]

A New Vision for ITSM: Digital Service Management

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Human productivity in the age of the digital enterprise I have been on the road talking to hundreds of customers, and it seems nearly every company in every industry, geography, and size is actively thinking about how to become a digitally-oriented business. Every customer I meet with is now looking for a path to embrace the digital service … [Read more...]

The Secret to Great IT Analytics

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IT analytics is a vast subject with many areas for discussion. In this post, we will explore some common IT Service Management (ITSM) reporting and analytics problems and identify the key principles and attributes of a good solution. "This shouldn't be so difficult! The data is there. I can see it! Why do I have to do data gymnastics to make … [Read more...]

5 Ways to Use Decision Support to Improve ITIL Incident Management

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Back in the early nineties, we had an amazing decision support capability as part of our helpdesk infrastructure: his name was Mark. Mark had been around forever. He knew how everything worked. He also knew everybody and had an uncanny knack of reading and decoding complex error logs better than many of our third-line experts. Nobody could get a … [Read more...]

3 Strategies for Effective Change Management in the Digital Workplace

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In our first two blogs, we explored how to reduce resistance to change and then lay the foundation for IT Change Management. In this blog, we’ll discuss strategies for implementing effective change management processes. Change is pervasive, continual, and has become the defining characteristic of modern business. Fail to master the art of … [Read more...]

7 Tips for Interviewing and Hiring Help Desk Professionals

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The meeting of two personalities is like the contact of two chemical substances: if there is any reaction, both are transformed. — C.G. Jung With help desk and service desk talent, a good hiring decision is one based on a formula that predicts good results. The service desk is a competitive, dynamic environment—and its people and their … [Read more...]

Delivering Successful IT Change Management: Laying the Foundation

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In our first blog in this series, we suggested ways in which IT organizations can help reduce risk by reducing resistance to change. In this blog, we'll discuss strategies for laying the foundation for IT Change Management. Change is an integral part of the growth of any business. Just like the Dinosaurs who, unable to adapt to their changing … [Read more...]

IT Asset Management Best Practices: Top 10

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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...]