ITSM Burger
How the right partner can give you the perfect service management sandwich
The simple burger. Beef patty, bread bun…done…right?
In reality, we all have our own...
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...
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...
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.
BRM + IT: the superheroes that build bridges
How the special powers of BRM can help IT to demonstrate its true value
It’s hard not to notice that Business Relationship Management (BRM) is the...
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...
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 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)...
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...
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...