Category: ITSM


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ITSM

ITIL 4 Certifications: A Guide for Service Desk Pros

February 20, 2020

The ITIL framework is more than a best practice guide for IT service management (ITSM); it’s a way to design a strategy that creates value for the customer and service provider. Since the initial framework was first put into practice decades ago, ITIL has …


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ITSM

Q&A: ITIL 4 One Year Later

February 13, 2020

It’s been roughly one year since the IT service management world was introduced to ITIL® 4 at Pink19. This latest evolution of ITIL provides guidelines to IT pros and service technicians to address ever-changing service management challenges and meet the needs of employees more …


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ITSM

How To Get Started With IT Change Management

February 6, 2020

Change doesn’t come easy for most. That is also true in the world of IT. While change management can be intimidating, it can produce valuable benefits to the organization when there’s a solid foundation for changes in place. Generally, changes fall into two buckets: …


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ITSM

How ITIL Practices Can Simplify Hybrid IT

January 30, 2020

According to IBM, 98% of companies plan to use hybrid cloud computing by 2021. That means almost everyone will be managing some combination of on-premises and cloud-based infrastructure. The trend to adopt a hybrid IT infrastructure is steadily rising, and many IT pros know …


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ITSM

6 Types of IT Assets Your CMDB Should Track

January 23, 2020

IT asset management (ITAM) and configuration management database (CMDB) are critical components of a service desk, playing a key role in how inventory within an organization is tracked and managed. Asset management tracks and reports the value and ownership of all assets throughout their …



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ITSM

ITSM: The 4 Wins of Lean

January 13, 2020

Part 1 of this series introduced IT Service Management (ITSM) and a few of the adaptable frameworks available to fit the needs of an organization. This post focuses on the benefits of using a couple of the principles from the Lean methodology to craft …


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ITSM

Q&A: Breaking Down IT Silos

January 9, 2020

One of the most frustrating challenges in IT, historically, is working within silos. Given today’s complexity and specialization throughout IT, it’s more important than ever that teams work together toward goals that benefit the entire business. Following our own advice, I talked with a …