Category: IT Service Management (ITSM)


Customer Journey Mapping

The Importance of Customer Journeys to IT Service Desks

With all of the IT industry interest in employee experience (EX), you might be looking for insight into the what, why, and how of customer journey mapping and how it improves IT support operations and outcomes for employees. To help, this blog introduces customer journey mapping and how it will improve your IT service desk. [...]

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The Value of ITIL 4

Selling the Value of ITIL 4

In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support [...]

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Workforce and Talent Management

What IT Service Desk Managers Need to Know About Workforce and Talent Management

It’s a generalization, admittedly, but how often does the excuse “people who have excelled at technology management get promoted to [...]

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ITSM Tips 2023

23 ITSM Tips for a Better 2023

IT service management (ITSM) is all about improvement and, if the AXELOS 2022 ITSM Benchmarking Report and survey data is correct, [...]

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Value Stream Mapping

What ITSM Practitioners Need to Know About Value Stream Mapping

The introduction of ITIL 4 in 2019 brought a focus on value co-creation and value streams over the traditional process-based approach [...]

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ITOM Gateway

Understanding ITOM as the Gateway to AIOps and DEX

More and more IT organizations are recognizing the opportunity of AIOps and Digital Employee Experience (DEX) Management. It’s great [...]

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XLA Explained

Experience Level Agreements (XLAs) Explained

Unless you’ve been hiding under a rock for the last two years, you’ve likely heard about experience level agreements (XLAs) and the [...]

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ITSM in 2023

ITSM in 2023 – Start Planning Now, It’s Closer Than You Think

Your organization might have already undertaken its first budget planning round for 2023 IT operations. Whether it has or hasn’t, have [...]

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ITSM Sustainability

How is Your IT Organization Enabling Corporate Sustainability Strategies?

Have you heard of sustainability? You probably have. But have you linked your IT organization’s strategies, activities, and goals into [...]

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Employee Experience

Your Focus on Employee Experience – It’s Time to Turn That ITSM Tanker Now (and Quickly)

If, like the IT industry as a whole, your IT organization is currently interested in how employee experience measurement and [...]

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Experience Management

Experience Management – Why Knowing Where Improvements are Needed Isn’t Enough

It’s great to see the growing IT service management (ITSM) interest in employee experience, especially when IT organizations use [...]

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AI Service Desk

What the Introduction of AI Means for Your IT Service Desk

The opportunity of artificial intelligence (AI) for IT service management (ITSM) has been the subject of blogs, papers, webinars, and [...]

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Intelligent Automation

Automation is Dead, Long Live Intelligent Automation

If, like me, you’ve benefitted from automation in your IT service management (ITSM) role for at least the last decade, if not two, you [...]

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About me

Joe

So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.