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...
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...
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...
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...
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...
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)...
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...
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...
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...
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...