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...
From the mosh pit to the stage – the rock ‘n’ roll of ITSM
No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage.
The headlines being written...
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...
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...
Forums and social media do not Change Management make
Change Management has long been touted by ITSM vendors as one of the core pillars of service management provision.
Of course, the management of change...
When AI Tools Collide: Herding Digital Cats
If you’re part of an IT organization today, chances are you’re wrangling more AI tools than you have coffee mugs...
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...
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...
AI Spaghetti – How to achieve better AI outcomes for your business
Understanding that AI is often not able to provide the instant solution you were looking for is a tough lesson to learn. There are, however, key steps that you can take to improve AI outcomes for your business.
Is there a SIAM-sized hole in your ITSM?
Providing high-quality IT services to the business is not an easy task.
In today’s world, where services are delivered by many different providers rather than...