Featured: The State of Service Management in 2021

This report, focusing on the state of service management in 2021, provides service management and technical support leaders with the essential insights and knowledge needed to make data-based decisions that will ultimately improve the services and support provided by their organizations and help them advance in their careers. It illustrates current practices, processes, solutions, and strategies related to service management and enterprise service management.

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Nobody seems to consider it important anymore, but not so very long ago, in its halcyon days, infrastructure management was the phrase on everybody’s lips, as the key component in what is still called ITIL. And what does ITIL stand for? The Information Technology Infrastructure Library. So where...
Tag(s): process, framework and methodologies, practices and processes

 
At some point or another, we’ve all fantasized about starting a business and, of course, being a great success. Is managing a service desk really all that different? I’m always telling my students and clients that they need to run support as a business within the business. This is one of the...
Tag(s): business of support, process, service strategy

 
If you agree with ITIL, successful service management is the result of “an appropriate mix of people, process, and information technology.” While ITIL is touted as a systematic approach that treats all three components equally, in practice it often focuses more heavily on the process side....
Tag(s): ITIL, leadership, process management, people, workforce enablement

 
One of the most important things we’ve learned so far is that ITSM isn’t just about the process and the tools; it’s also about engaging and delighting customers.
Tag(s): case study, service quality

 
Process frameworks and standards are a guiding light in helping you define processes and assess their maturity, but they won’t lead you to the process Promised Land! These frameworks and standards provide little guidance with regard to process definition, and without defined and documented...
Tag(s): ITIL, process, practices and processes, process management

 
Our obsession with the service catalog—just one among many ITSM tools, modules, or capabilities—is over five years old, and it seems every IT organization has either decided or been told that the service catalog is an absolute must-have. However, in my opinion, it’s best to look back before we...
Tag(s): tools, support operations, support center, service level management, service catalog, IT service management

 
A decade ago, the value of IT certification was straightforward: if support professionals received one, it benefited them, in the pocketbook as well as on the organization chart. However, today, the straight line between certification and a better career has bent. Consequently, techies need to...
Tag(s): certification, value-add, ITSM

 
The role of IT is rapidly changing, with many organizations seeking to transform the manner in which they design, develop, and manage the provisioning of IT services to customers. In Ten Steps to ITSM Success, we touched on the importance of applying project management principles and...
Tag(s): ITSM, IT service management

 
Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management

 
Securing personal devices requires an in-depth knowledge of not only the unique aspects of mobile devices but also the unique approaches to securing mobile devices that aren’t owned by company. Multiple platforms and multiple mobile device management (MDM) solutions only complicate the BYOD...
Tag(s): byod, security management