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...
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...
Why most ITSM SaaS is not fit for purpose
Companies should be looking for a purpose-built SaaS solution to unlock real cloud benefits.
Service organisations want to be able to move quickly, to be...
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...
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...
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...
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 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...
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...
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...