Service Management Blog – BMC Blogs BMC Software Tue, 22 Sep 2020 19:34:01 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 What Is Digital Service Management? A Must for ITSM Thu, 17 Sep 2020 15:45:57 +0000 In the past decade, discussion around digital transformation has grown. This year, 2020, has made digital transformation more than a nice idea. DX has become imperative to business survival in the age of remote work. Organizations that have not adopted a digital first strategy are unlikely to see the end of 2021, at best. So, […]]]> What Are XLAs? EXperience Level Agreements Explained Thu, 17 Sep 2020 00:00:21 +0000 As part of the introductions during trainings that I conduct, a common icebreaker I use is worst ride sharing experience. For the most part, participants will talk about drivers (rude, smelly, creepy, crazy) as opposed to talking about issues with the ride sharing app or billing. Some stories are hilarious, others downright depressing. Yet almost […]]]> Service Desk Automation: Are You Missing Opportunities? Thu, 17 Sep 2020 00:00:17 +0000 I first started working on an IT service desk in 2001. Since then, the way that service desk agents perform their roles has changed dramatically, mostly for the better. Many of the repetitive, mind-numbingly boring tasks have been taken away by means of automation, and the best is yet to come. In this article, I […]]]> ITSM Trends of 2020 Mon, 14 Sep 2020 00:00:46 +0000 Despite the massive changes we’ve all experienced this year, some things remain steady. In the world IT service management, that’s certainly the case. If there is a major theme that ITSM organizations have learned this year, it’s that your people matter more than anything. Having talented and dedicated workers on your team is among the […]]]> What Is Enterprise Service Management? (ITSM for the Rest of Us) Tue, 08 Sep 2020 00:00:58 +0000 To successfully adopt new processes, companies need to roll them out with simple, catchy names. Enterprise service management is one such example. The term enterprise service management (ESM) may be new, but the concept isn’t—and you’ll hear this a lot from ESM adapters and promoters. Let’s take a look at enterprise service management, including: Defining […]]]> What Does a Network Operation Center (NOC) Engineer Do? Tue, 08 Sep 2020 00:00:46 +0000 My first encounter with a network operation center was during my first formal job as a graduate management engineer for a mobile operator, where I spent two years learning the ropes across all the business units. The NOC was a hallowed place filled with huge screens on the walls and personnel with multiple screens on […]]]> What Is ITSM? Is It Still Relevant in the Digital Age? Mon, 31 Aug 2020 07:50:32 +0000 ITSM is dead, long live ITSM! The traditional approach to IT service management is thrashing about in its dying kicks. ITSM continues to ride along on a stubborn culture that refuses to evolve in the face of the 4th industrial revolution when almost all organizations have digital transformation at the heart of their strategies. Are […]]]> What Is Hybrid IT? Pros, Cons & Strategy for Hybrid IT Mon, 24 Aug 2020 09:28:54 +0000 You can deliver IT services from the cloud with a strategic advantage that goes beyond cost and scalability advantages. However, many companies still operate and manage services in on-site data centers due to issues such as: Security Compliance Interdependencies with legacy systems Cost of migration As a result, organizations are forced to maintain two isolated […]]]> ITIL® for Startups and SMBs: Getting Started Fri, 14 Aug 2020 00:00:48 +0000 With the excitement that comes with starting up a new business, the idea of service management may be far from your mind. Or, perhaps you’re an established small- or medium-sized business (SMB) that thinks true ITSM is only for the big enterprises. Don’t get caught in these mistakes. Getting things right with service management will […]]]> State of Incident Management in 2020 Thu, 13 Aug 2020 12:30:43 +0000 In any enterprise business, incident management is an important practice. Not only is incident management critical to quality service delivery, in an era of eCommerce and digital businesses, the incident management framework of a company’s infrastructure is a crucial piece of technology that can be automated and made artificially intelligent. Concepts like these, make incident […]]]>