The landscape of business is evolving. The demands placed on IT are changing. That means the...
Author - Kirstie Magowan
What Is Digital Service Management? A Must for ITSM
In the past decade, discussion around digital transformation has grown. This year, 2020, has made...
Service Desk Automation: Are You Missing Opportunities?
I first started working on an IT service desk in 2001. Since then, the way that service desk agents...
The Scaled Agile Framework (SAFe): What To Know and How To Start
If you are working in enterprise IT delivery, chances are you are either utilizing SAFe® or...
IT Organization Metrics & KPIs: A Well-Rounded Approach
We’re previously looked at metrics and KPIs for IT Service Management (ITSM). You may well be...
Insourcing vs Outsourcing IT Services: Comparing Your Options
The arguments for and against outsourcing the IT services consumed by an organization are many and...
Top ITSM Metrics & KPIs: Measuring for Success, Aiming for...
Understanding how well your service management initiatives are translating to business success is...
SLAs vs OLAs: Comparing Service and Operational Agreements
I often see some confusion between service level agreements (SLAs) and operational level agreements...
The State of ITSM in 2021
When I started writing this, COVID-19 was just a whisper on the horizon, something that did not...
Service Desk Mission and Vision Statements: The Basics
Does your service desk have a mission and a vision statement? Does it need one? And probably the...