Tuesday, April 22, 2025
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ITSM - service delivery

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...
SIAM gap in ITSM

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...
ITSM thats all folks-1 year on

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...
#SITS17

#SITS17 – The Service Desk and IT Support Show 2017

#SITS17 - 7th - 8th June - London Olympia The main UK show for ITSM and Service Management professionals, #SITS17, is now in build mode...
IT security

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...
IT alignment

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...
Can AI and chatbots help us to be more human?

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...

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...
SaaS users - price increases

SaaS users are starting to feel the financial pinch in 2017

Trump, Brexit, market turmoil and currency fluctuation are leading to price hikes for SaaS users. We are big fans of Software as a Service (SaaS)...
Crouching employee, hidden sentiment

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...