A road trip to SIAM
For many businesses, embarking on service integration implementation can be a bit of a journey. Michelle Major-Goldsmith offers a few tips to help you...
The role of ITSM in the big IT security debate
Recent events such as WannaCry and other hacking threats have caused budget holders to refocus on network and end-point IT security – but they...
Wearables and CX – wearing your emotions on your sleeve
The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
iOS Business Chat – Apple enters the live service market
The iOS 11 update from Apple, will offer businesses the ability to provide live service functionality via iMessage, Maps, Safari and Spotlight searches. Here...
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...
Social selling and how it can boost your business
Modern social selling isn’t complex, and (mostly) doesn’t require any specialised skills. However, it does require a different way of thinking about the sales...
A road trip to SIAM — keeping the wheels turning
In her final article on the journey to service integration implementation, Michelle Major-Goldsmith considers the best way to get going and maintain momentum.
This is...
New Year – New focus
As we head into 2018, there is no doubt that much has changed over the past year in all aspects of the Service Technology...
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...
IT alignment is not the solution you’re looking for
Much has been said about the importance of IT alignment with the modern business. But what, if anything, does this achieve?
It has been a...
Latest articles
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...
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,...
How field service management is being changed by IoT
As more companies move to a predictive model of equipment maintenance, they are looking for ways to use connected devices to improve field service....