Reinventing ITSM? It's Not Going Away - Part 1
I must admit that the more I research IT service management (ITSM) — what it means, what its trends are, and what its future is — the more I feel like an explorer on a strikingly rich continent that so...
View ArticleReinventing ITSM? It's Not Going Away - Part 2
One of my ongoing areas of focus is analytics, AIOps, and the intersection with AI and machine learning more broadly. Within this space, sad to say, semantic confusion surrounding just what these terms...
View Article4 ITSM Priorities for Digital Transformation
Of those surveyed, 96% of organizations have a digital transformation strategy, with 57% approaching it as an enterprise-wide priority, with a clear emphasis on speed of business, costs, risk, and...
View ArticleWhat is Service Experience and Why Does It Matter? - Part 1
What's the difference between user satisfaction and user loyalty? How can you measure whether your users are satisfied and will keep buying from you? How much effort should you make to offer your users...
View ArticleWhat is Service Experience and Why Does It Matter? - Part 2
Loyal users are the key to your service desk's success. Happy users want to use your services and they recommend your services in the organization. It takes time and effort to exceed user expectations,...
View ArticleTwo-Thirds of Businesses Focused on Service Transformation to Optimize...
Adopting a modernized service transformation strategy is critical to achieving measurable improvements in overall IT efficiency and driving customer and employee satisfaction, according to The State of...
View ArticleReinventing ITSM? It's Not Going Away - Some of Our Top Findings
This Thursday EMA will be presenting a webinar — Automation, AI and Analytics: Reinventing ITSM — covering recent research. There were quite a few surprises. And in fact, many of the surprises...
View Article5 Tips To Move From Service to Self-Service
Through our recent study, we wanted to better understand how service desk users are interacting with the service teams; how they connect for service; the manner in which most service desks receive user...
View ArticleSelf Help is Imperative to Customer Self-Service Success
Users today expect a more consumer-like experience and many self-service web sites are too focused on automating the submission of tickets and presenting long, technically written knowledge articles...
View ArticleEnterprise Service Management (ESM): ITSM Moves Into the Enterprise
Recent EMA research explored the state of ESM. One of the many conclusions is that ESM is mainstream. Fully 87% have some level of ESM deployment. Not surprisingly, there is a significant divide...
View ArticleHow To Drive and Measure User Experience - Part 1
Service desks teams use internally focused performance-based metrics more than many might think. These metrics are essential and remain relevant, but they do not provide any insight into the user...
View ArticleHow To Drive and Measure User Experience - Part 2
You must dive into various aspects or themes of services so that you can gauge authentic user experience. There are usually five main themes that the customer thinks of when experiencing a service ...
View ArticleDiscovery and Dependency Mapping-CMDB/CMS: The Synergies Are There!
OK, I admit it. "Service modeling" is an awkward term, especially when you're trying to frame three rather controversial acronyms in the same overall place: CMDB, CMS and DDM. Nevertheless, that's...
View ArticleCreating Agility with DevOps and AI-Driven ITSM
There are some IT organizations that are using DevOps methodology but are wary of getting bogged down in ITSM procedures. But without at least some ITSM controls in place, organizations lose their...
View Article2020 ITSM Predictions
Industry experts offer predictions on how ITSM and related technologies will evolve and impact business in 2020 ...
View ArticleWeak Asset Management Leads to Costly Performance Risk
The tech world may be falling in love with artificial intelligence and automation, but when it comes to managing critical assets, old school tools like spreadsheets are still in common use. A new...
View ArticleITSM That's Ready When Tomorrow Happens Today
In ancient times — February 2020 — EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. The future arrived with a bang as IT...
View ArticleITSM Is Effective in Remote Work Environment
According to The State of ITSM in the COVID-19 Pandemic, a survey by ManageEngine, 72% of IT professionals affirm ITSM's continued effectiveness even in remote work scenarios. However, only one in two...
View ArticleManage Office 365 Outages with ITSM Integration
Despite the efforts in modernizing and building a robust infrastructure, IT teams routinely deal with the application, database, hardware, or software outages that can last from a few minutes to...
View Article2021 Application Performance Management Predictions - Part 6
Industry experts offer thoughtful, insightful, and often controversial predictions on how APM and related technologies will evolve and impact business in 2021. Part 6, the final installment in the...
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