• IT service management tools help airline fix glitches faster

    Posted July 1, 2013 - 3:01 pm

    Mapping technologies to key business processes helps IT group prioritize fixes when problems occur.
  • Can social media make ITSM fun again?

    Posted June 24, 2013 - 2:16 pm

    Social interfaces are changing the very nature of IT service management, with internal toolsets and icon-driven service platforms helping users and IT departments manage the extended enterprise.
  • BYOD and ITSM: What you need to know

    Posted May 6, 2013 - 1:41 pm

    Highly functional personal devices are increasingly being adopted as technology tools in enterprise IT environments. This represents yet another challenge for CIOs and senior IT managers trying to use standards and frameworks-based IT service management (ITSM) processes for better governance and business benefits.
  • IT service management moves to the cloud

    Posted February 5, 2013 - 3:18 pm

    As organizations become decreasingly skeptical about the cloud, they are increasingly willing to outsource ITSM to a SaaS provider. Doing so lowers costs, improves flexibility and easily accommodates ITIL framework principles.
  • It's not all about the cloud: Why hybrid ITSM is here to stay

    Posted December 25, 2012 - 9:53 pm

    "Cloud-based" might be the most overused marketing term of 2012. Vendors of all stripes seem to believe an edict has been handed down to enterprise IT management who now want all cloud all the time.
  • IT outsourcing: Will CIOs reclaim their power?

    Posted May 21, 2012 - 2:02 pm

    Independent cloud-based IT service management tools could enable CIOs to wrestle back control of IT once and for all, argues A.T. Kearney's Arjun Sethi.
  • Enterprise Rent-A-Car moves to cloud-based ITSM

    Posted April 14, 2012 - 7:01 am

    International car rental group Enterprise Holdings is migrating to cloud-based IT service management to help run its business.
  • 5 steps to successful ITIL adoption

    Posted February 15, 2012 - 12:43 pm

    ITIL, the IT service management (ITSM) best practice framework, has come on in leaps and bounds since it was first introduced due to theUK government's disillusionment with the way that governmental IT was delivered in the latter half of the 1980s. Now the de facto standard for ITSM, there is no doubt that ITIL can benefit IT infrastructure and operations (I&O) organizations. In a recent survey of 491 members of the IT Service Management Forum (itSMF) USA, Forrester found that ITIL beneficially improved service productivity (85%), quality (83%), business reputation (65%), and occasionally cost savings (41%).
  • IT service management: Improve IT muscle tone

    Posted July 26, 2011 - 1:19 pm

    You know you should exercise regularly to improve your physical health and emotional well-being. But you're too busy. Many IT organizations approach IT service management (ITSM) in a similar manner.
  • IT service management good starting point for SaaS

    Posted January 5, 2011 - 11:29 am

    Companies looking to go down the SaaS route will find that IT service management is a good starting point says Ovum.
  • A guiding hand for maturing IT processes

    Posted November 10, 2010 - 3:13 pm

    The drive to reduce costs, improve service delivery and enhance business competitiveness has become ingrained in the IT psyche. And this, in turn, means change within enterprise IT infrastructure and operations environments.
  • Recession shifts IT service management into fast lane

    Posted February 26, 2010 - 5:33 pm

    The recession has helped convince companies to adapt IT processes to help cut costs and improve service delivery to internal users.
  • Don't consider VoIP for its own sake. Think of it as voice-plus

    Posted February 24, 2009 - 8:06 am

    It is a well known phenomenon that evolving and new technologies can create a variety of ways to run a business or even a life, writes Greg Anderson, General Manager for the Goldmine CRM solution at FrontRange Solutions. This can result in both a positive and/or negative impact on the way we work and live.

  • How to anchor your IT service management during times of change

    Posted November 25, 2008 - 9:21 am

    When it comes to times of change; whether new business, mergers & acquisitions or downsizing, maintaining customer focused Service Management can be a real challenge. Typically an organizations’ Service Desk will be the key player in providing seamless Service Management.
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