ITSM Self-Service Whitepaper
Let’s get to the heart of the matter: self-service capability is typically implemented as part of an ITSM tools implementation, sometimes as a by-product.
IT Service Management Guide for Remote Workforce Enablement
How can IT keep up with increased user demands and call volumes, while proactively laying the groundwork for success in this new paradigm of remote work?
Insight into the ITIL 4 Foundation Exam
Planning to taking the ITIL 4 Foundation exam? – I’d like to give you some insight into the design of the course and options you might want to consider for writing the exam.
Technical Management
Technical Management refers to the groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure.
Supplier Management
The Supplier Management process ensures that suppliers and the services they provide are managed to support IT service targets and business expectations.
Service Catalogue Perspective: Know What You Want
Optimising Your IT Service Catalogue A well-structured IT service catalogue is key to aligning IT services with business goals, raising transparency, and improving communication. Many organisations seek to implement one, recognising the value it brings—but understanding what a… read more
Nine Considerations for Licensing a New ITSM Solution
In a crowded market of IT service management solutions, it can be easy to find a potential solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft… read more
Agile: A Mindset as Well as a Framework
Agile Service Management involves adapting Agile and Scrum principles to IT Service Management (ITSM) processes, with a focus on improving flexibility and efficiency. The Agile Manifesto, often seen as contradicting ITSM practices, actually complements them by emphasising “just… read more
Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more
An Effective Self-Service Portal
To optimise IT self-service, it’s crucial to have a well-designed portal that’s easy to access and navigate. Around 60% of issues can be resolved through self-service, reducing the need for email and phone support. Essential features include: By… read more