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ITSM Processes

The benefits of service desk automation
By Arvind Ganga on March 4, 2021

Handling incidents at the service desk can be quite a time sink. Your team needs to register, categorize, prioritize and assign every single call to the right agent. In the future,...

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ITSM Processes

ITAM vs. ITSM – how they differ and complement each other
By Stephen Mann on December 3, 2020

Industry expert Stephen Mann introduces the first blog in a series all about IT management capabilities that complement IT Service Management (ITSM). He’ll explore what IT Asset...

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ITSM Processes

What is shadow IT? Answers to 5 frequently asked questions
By Bas Blanken on November 19, 2020

The IT department is responsible for all things IT. Sounds pretty straightforward, right? Wrong. Hidden in the dark and shrouded in mystery, shadow IT breathes. But what is shadow IT...

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ITSM Processes

How to simplify your change management process
By Hannah Price on August 6, 2020

Change management processes sometimes become overly complicated. When you get too caught up in the process, you tend to forget to involve your stakeholders and end users. So what can you...

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ITSM Processes

What is swarming? And how does it benefit your IT support?
By Jeroen Boks on June 11, 2020

Chances are your IT support currently resolves its tickets based on the traditional three-tiered support model. But swarming might suit your organization better. What is swarming...

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ITSM Processes

What happened to the ITIL service lifecycle in ITIL 4?
By Stephen Mann on March 26, 2020

Industry expert Stephen Mann is back with another blog. This time, he’s going to talk about what happened to the ITIL service lifecycle in ITIL 4 – and what that means for you. Happy...

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ITSM Processes

5 ITIL incident management best practices
By Stephen Mann on March 12, 2020

In his previous blog, industry expert Stephen Mann shared ten practical problem management tips. Today, he’s going to talk about ITIL incident management: an important foundation of any...

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ITSM Processes

10 practical problem management tips to help you get started
By Stephen Mann on February 13, 2020

In his previous blog, industry expert Stephen Mann explained why ITIL problem management adoption levels are so low – and why that’s a problem. Today, Stephen shares ten practical...

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ITSM Processes

Why your change process is too slow – and how to fix it
By Wouter Geertsma on January 23, 2020

The change process can be long and tedious, slowing down your organization. How can you make it more agile? By reinventing the CAB (Change Advisory Board). Here’s how.

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ITSM Processes

ITIL problem management: can ITIL 4 finally fix the problem?
By Stephen Mann on January 16, 2020

You know about ITIL 4. And you know it’s not flawless. But how does it handle problem management? We’re excited to present this guest blog by industry expert Stephen Mann. Let’s find out...

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