Service Management Blog – BMC Blogs BMC Software Fri, 17 Jan 2020 09:24:09 +0000 en-US hourly 1 Service Management Blog – BMC Blogs 32 32 Discovery for Disaster Recovery: CMDB Need Not Apply Fri, 17 Jan 2020 00:00:25 +0000 One of the best parts of my job is meeting with customers. I get to talk to people in departments across the organization about their challenges and obstacles and try to figure out how we can help. These conversations are meaningful at the personal level but also allow me to see bigger trends happening in […]]]> Creating a Service Desk Code of Conduct Wed, 15 Jan 2020 00:00:24 +0000 A code of conduct is a concept that people in a certain team or social group agree to regarding certain expectations and behaviors. Codes of conduct apply to a variety of settings. Many companies and organizations expect employees to sign or be aware of the company’s code of conduct. We think a code of conduct […]]]> What is Zero Touch Service Management (ZTSM)? ZTSM Explained Tue, 14 Jan 2020 00:00:31 +0000 Leaders in digital technology like Amazon and Apple are providing consumers with an improved digital experience, both in the services they offer and how they simplify and rationalize the consumer interactions. These experiences are setting consumer expectations for engagement with all companies including IT service providers. In “6 Benefits of ITIL”, ITIL®1 is defined as […]]]> Incident Management vs Problem Management: What’s The Difference? Wed, 08 Jan 2020 00:00:27 +0000 In this article, we’re explaining the differences in incident management and problem management. First, I’ll start with a recent event that shows how service providers can successfully perform both incident and problem management. The UK Network Rail power surge On December 19, 2019, the United Kingdom’s Network Rail sent out a series of tweets detailing […]]]> Extend Discovery to Applications for Better Service and Security with Application Modeling Mon, 06 Jan 2020 00:00:59 +0000 Mature IT organizations understand the importance of visibility into data center assets like servers, storage, and networking components, but they often have a blind spot when it comes to the applications that actually power their business. Without a clear view of the components and dependencies that make up a given application, they may be unable […]]]> Impact, Urgency, and Priority: Understanding the Matrix Wed, 01 Jan 2020 13:00:32 +0000 Myles Suer, writing for CIO magazine, states that IT leaders “need to focus upon things which provide value to customers”. These things include the time and effort spent on reducing business friction. When it comes to business priorities, nothing speaks louder than having available and reliable IT services that support business outcomes. Of course, struggles […]]]> Riding the Tech Tsunami into 2020 – 10 things you need to know Tue, 31 Dec 2019 00:00:10 +0000 Tick tock. Tick tock. Time is of the essence in the digital economy. The modern business is more dependent than ever on technology with zero tolerance for outages and delays. Facing rising service demands, modern organizations struggle in a sea of legacy tools to manage increasingly complex, dynamic, and distributed IT environments. Companies are experiencing […]]]> ITIL 4® vs ITIL v3®: What’s The Difference? (And What’s All The Fuss About?) Mon, 30 Dec 2019 00:00:18 +0000 Unless you’re brand new to IT service management, you’ll have heard a lot about the new version of ITIL®, known as ITIL 4. You may hear conflicting information about how it differs from the ITIL v3 we know and, possibly, love. In this article, I am going to clear up this confusion, sharing what’s really […]]]> Service Level Agreement (SLA) Examples and Template Tue, 24 Dec 2019 00:00:44 +0000 Most service providers understand the need for service level agreements with their partners and customers. But creating one might feel daunting, like you don’t know where to start or what to include. In this article, we’re sharing some examples and templates to help you create SLAs. What is an SLA? A service level agreement (SLA) […]]]> How To Map the Incident Management Process Wed, 18 Dec 2019 00:00:23 +0000 If a picture is worth a thousand words, imagine what a visual diagrams of your ITSM processes can do for your business. Visualizing processes offers significant value, particularly around communicating the what, who, who, how, when, where of activities, people, and systems involved. In ITSM, that value cannot be underestimated, especially when it comes to […]]]>