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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IT Benchmarking: How to Assess Your IT Transformation Efforts

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At a high level, IT benchmarking provides valuable input into how other businesses are tackling critical initiatives. It can offer a helpful frame of reference and inform your decisions. By benchmarking your IT investments against your peers, you can see if you are over- or under-spending, get a sense for the market, and make the case for or … [Read more...]

What Is AIOps? AIOps Explained

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According to Gartner, IT Operations personnel (IT Ops) are in for a major change over the next few years. This change is driven by frustration with traditional IT management techniques, methods that enterprise IT Ops teams see as unable to cope with digital business transformation. Gartner predicts we will see a significant change in current IT Ops … [Read more...]

IT Budgeting: Top Trends for 2017

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IT’s shift from “keeping the lights on” to enabling business transformation is well documented and discussed. From CIOs to the folks in the trenches, IT teams are now required to approach their jobs from the perspective of adding business value versus just making sure that everyone and everything remain online. This change isn’t new, but like … [Read more...]

5 Bright Constellations on the Service Desk Horizon

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Let’s face it, many service desks and IT departments have so much on their plate, it’s hard to keep up. With the quickening pace of change in cloud technology, SaaS, software, social networks, and evolving workplace habits, modern service desks are simply getting buried in data. Even if you are facing all the challenges above, there’s great … [Read more...]

Top 21 Tech/IT Conferences of 2017

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Whether you are a CEO, developer, IT professional, customer, or simply an employee in the technology field, staying current on the latest tech and IT trends can be a job within itself. Technology is constantly changing, and if you want to be able to work with the best company or demand the highest salary, you must stay current and be able to prove … [Read more...]

Competitive Benefits of Enterprise ITSM versus Ad-hoc ITSM

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In my last post, I discussed the difference in benefits and business drivers realized between organizations employing an Enterprise Information Technology Service Management (ITSM) strategy versus organizations employing an Ad-hoc ITSM strategy. Today, let’s look deeper at the differences between enterprise strategy ITSM organizations versus ad-hoc … [Read more...]

4 P’s of ITIL Service Design/Management

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ITIL defines the 4 P’s of ITIL Service Design (or Service Management) as: People Products Partners Processes To ensure that the IT services we are providing to an organization are fit for purpose and fit for use, it is imperative that we consider all the People, Products, Processes and Partners involved. Failure to have the four … [Read more...]

What is Software Asset Management?

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The Search for Truth and Setting the Right Expectations There are many definitions of Software Asset Management (SAM), but let’s focus on ITIL’s definition for the purposes of this blog as many others have a similar theme/focus. ITIL defines SAM as: “All of the infrastructure and processes necessary for the effective management, control and … [Read more...]

BMC’s Remedy vs Remedyforce: What’s The Difference?

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Remedy and Remedyforce are two of BMC's most popular and powerful ITSM solutions. While there are some similarities between the tools' capabilities, there are many differences as well. This post will explore some of the differences and similarities between the two solutions by focusing on results-driven customer outcomes. Remedy ITSM Suite Remedy … [Read more...]