In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.”
What is ESM? Hint: It’s Not What You’ve Been Told
Things That Merit Consideration During Service Desk Implementation
The route to successful integration, now more than ever, lies in building and implementing a comprehensive and employee-focused service management strategy.
What is Supplier Management From an ITIL Perspective?
The ITIL Supplier Management Process provides formal contract oversight, ensuring that service providers and the contracts that regulate them are serving the needs of the business.
How CMDB Data Inaccuracies Can Impact ITSM Success
CMDB data inaccuracies can have a poisoning effect, multiplying as it reaches through various aspects of your organization and its practices.
When Does an Incident Become a Problem?
Dealing with incidents is a common, if not everyday, function of just about every IT department. Incidents may be indicative of underlying problems (and they quite often are), but they…
Success Factors for ITSM Governance Structures
The question is: How do you approach ITSM and ITIL governance structure in a way that promotes buy-in on all levels of the organization?
How IT Affects Your Customer Experience Strategy (And Bottom Line)
For the sake of your customers, and for the sake of all your organization’s stakeholders (both internal, and external) it’s crucial to understand how IT and ITSM affects your customer…
What is Agile Service Management?
What is Agile Service Management in an IT Service Management (ITSM) context? Is it an official term? Is there a body of knowledge behind it? Before answering that question, it’s…
How Slack is Connecting Employees to IT Support
Obviously, you still need your email account, but the goal here is to cleanse the constant barrage of emails from within your organization. Meet Slack, a versatile messaging app that…
Self-Service Portal: Three Ways to Increase Employee Adoption
The key to portal adoption is two-fold. First, employees need to understand the benefits to them. It shouldn’t be any sort of inconvenience. They surely don’t want to add another…