What manufacturing SMEs need to know about hacks and cybersecurity
Cyber-attacks are on the rise, and hackers are getting bolder. This has forced manufacturing SMEs to implement new technical capabilities.
Unfortunately, many of them don't...
ITSM – that’s all folks! – one year on
A year ago I wrote an article on why application convergence could spell the end for niche IT Service Management products – One year...
ITSM Burger
How the right partner can give you the perfect service management sandwich
The simple burger. Beef patty, bread bun…done…right?
In reality, we all have our own...
SIAM: Rewiring Service Provision
Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond.
Digital transformation and its skills gap,...
CSM and ESM – simplifying the service management acronym maze
Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...
People of our time
Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce.
Service management people
Every time you stand still long enough to look at our...
How to become a service-centric organisation
Deliver real transformation by moving beyond IT-only service management
The provision of tech service and support to internal or external customers, be they staff or...
Using evolved self-service to shape user experience
How service management’s ugly duckling became a swan
As someone who has worked in service management for 25 years, I am still surprised that so...