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...
Technology convergence – Joining the dots
Service technology has come a long way, but what is its role in the modern organisation?
In the beginning
Helpdesk software and contact management software were...
Can AI and chatbots help us to be more human?
Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
Crouching employee, hidden sentiment
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
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...
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...
Cloud vs on-premises vs hybrid – which is best?
Service technology solutions can be deployed in several different ways. But which is right for you and which offers the security you require?
At a...
How safe is your data in the cloud?
If you are wrestling with the idea of moving your customer and application data to the cloud, there are several fundamental things to consider.
Who...
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...
Olé to OLA – the art of managing ITSM and SIAM
Flamenco may not, on first glance, have much in common with Operational Level Agreements in SIAM. But being able to successfully manage and improve...
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....