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.
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...
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...
A road trip to SIAM — keeping the wheels turning
In her final article on the journey to service integration implementation, Michelle Major-Goldsmith considers the best way to get going and maintain momentum.
This is...
What is SIAM?
Service Integration and Management (SIAM)
Service Integration and Management (SIAM) is a management methodology that can be applied in an environment that includes services sourced...
A road trip to SIAM — start your engines…
In the second of her articles on the journey to service integration implementation, Michelle Major-Goldsmith explains the importance of planning your route with care.
“A...
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...
A road trip to SIAM
For many businesses, embarking on service integration implementation can be a bit of a journey. Michelle Major-Goldsmith offers a few tips to help you...
Olé to OLA – the art of managing ITSM and SIAM
Flamenco may not, on first glance, have much in common with Operational Level Agreements in SIAM. But being able to successfully manage and improve...
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...