After almost 30 years of evolution in service management we appear at last to be on the precipice of revolution.

Enterprise Service Management (ESM) is far from new, but the need for its implementation in organizations now is greater than ever.

What are the 7 key attributes that high performing organizations share? Learn what they are and how to incorporate them into your own programme as IT in the Park returns to Edinburgh.

World-class customer experience is critical to any business. Meet the customers’ demands and you are likely to retain them. Fail to do so and you may lose them to competitors.

Summertime is here, but there is no sign of a vacation for the IT industry as it continues to develop and cultivate business success. Increased emphasis on customer experience and advances in ITAM and ITSM integration have been the biggest trends of...

How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that doesn’t always have a clear cut answer.

Tired of low response times and resolution rates, poor communication and service interruptions? There’s no need to get too worked up over it. While it is true that these aspects can be frustrating to an organization, inspiration can be found via...

Designing or redesigning a Service Catalog?

A legacy technology-oriented mindset still prevails in many IT departments.

Looking for opportunities to increase your IT maturity? It's a long-term process, no doubt. But there are plenty of incremental steps you can take to progress your organizational goals.

                                                                                               Effective service delivery puts the customer first. In adopting this approach, your organization can transform IT from its traditional tech-support...

In the age of IT consumerization, you're always under pressure to deliver rapid and stable business system development. But, with speed comes risk.

If you don’t optimize your IT asset portfolio today, will your organization still exist tomorrow?

Have you started writing an IT business case? Or have you already produced a business case for IT innovation, but want to ensure you've covered all your bases?

Did you know? On average, strategic CIOs earn $167,000 more than functional CIOs.[1]

Better analytics and automation can empower your IT department to tackle issues that have potentially existed for decades. But that doesn’t detract from the sheer complexity of creating a shared-services model, also known as a Consolidated Service...

Many of us in the IT industry face an age-old issue with producing reporting that actually promotes and enables success from a tidal wave of data: it’s all relevant, yes, but useless without being able to gain insight and interpret its meaning...

As an IT champion, you're no doubt skilled at multitasking and always looking for ways to improve your knowledge of the fast-moving field of service management. That's why we've produced two podcasts focused on service management beyond IT. This is...

The dramatic growth of service management driven by software-as-a-service (SaaS) has been one of the most exciting IT trends to observe in recent years.

Process optimization: this is the top opportunity for improving service management in 2016, according to more than 100 service management experts who participated in our research.

If there's one thing everyone in the service management community has in common, it's how incredibly busy we are, day in, day out. On the one hand, we are fortunate to enjoy a virtually endless amount of opportunity to optimize business processes....

Across our LinkedIn community and beyond, we love to share great resources designed specifically to help improve your ITSM program.