In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support operations and outcomes, ITIL is definitely the most mature. It’s been used by organizations of all sizes around the world for over 30 years, with 2020’s ITIL 4 the most recent incarnation [...]
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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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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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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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More and more IT organizations are recognizing the opportunity of AIOps and Digital Employee Experience (DEX) Management. It’s great [...]
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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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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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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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If, like the IT industry as a whole, your IT organization is currently interested in how employee experience measurement and [...]
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It’s great to see the growing IT service management (ITSM) interest in employee experience, especially when IT organizations use [...]
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The opportunity of artificial intelligence (AI) for IT service management (ITSM) has been the subject of blogs, papers, webinars, and [...]
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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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One of the key roles within the ITIL 4 change enablement process is that of approving changes so that the benefits can be delivered to [...]
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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.