ITIL and ITSM best practices for process improvement

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  Article

  Plan for a successful ITIL implementation

  Corporate buy-in and training are essential for organizations that decide to adopt the ITIL framework. Admins should also help decide if the library is the right service option. Read Now

1What is the ITIL framework? How ITIL 4 is different

Developed in the early 1980s, ITIL is a series of core books that provides guidance for improving the quality and effectiveness of IT services. Companies that use the ITIL processes and best practices typically see an improvement in customer satisfaction and productivity, but the framework can seem abstract and the application of ITIL processes has proven extremely challenging for many IT organizations.

ITIL 4 was released in January 2019 and this section offers a look at the adaptations the new version tackles to accommodate today's IT organizations. It also includes a downloadable chapter excerpt from ITIL 4 -- A Pocket Guide

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  ITIL 4 framework brings long-awaited flexibility to ITSM

  After eight long years, the ITIL 4 framework finally saw the light of day in 2019 -- but what can enterprises expect to gain from the latest version, and those to come? Read Now

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  Check out this free chapter excerpt from ITIL 4 -- A Pocket Guide

  In ITIL 4 -- A Pocket Guide, author Jan van Bon walks readers through the core updates to the ITSM framework, and how they apply to the modern enterprise IT landscape. Read Now

• Blog

  ITIL 4 has some bones to pick with ITSM trends

  New guidance from ITIL -- the widely adopted framework for the design, delivery and maintenance of IT services -- is scheduled to be published in early 2019. ITIL 4, as it's called, is the first ... Read Now

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  Using templates to facilitate change management

  Change management is essential to ITSM frameworks like ITIL, but it shouldn't come at the expense of end users. Get tips on creating a change request template. Read Now

2How AI is changing ITSM, the service desk

Artificial intelligence technologies such as machine learning and natural language processing are being incorporated into ITSM processes. It's still early days for ITSM vendors in this field, so CIOs must be prepared to do hands-on testing of AI-infused ITSM. But, as our lineup of trend stories, expert tips and uses cases in this section makes clear, AI is opening up new and exciting ways to automate IT services, boost service levels and improve customer service.

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  How CIOs can tackle AI with ITSM tools

  We've previously covered how to use AI to improve ITSM processes -- now, we're diving into how organizations can apply ITSM principles to AI. Read Now

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  ServiceNow acquisition of Passage AI to boost chatbots

  ServiceNow will acquire Passage AI, a startup conversational AI vendor, in an effort to further develop existing conversation capabilities in its chatbots.  Read Now

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  Artificial intelligence in ITSM: Finding the right tools for you

  AI functionality is poised to be a game-changer in the ITSM world. But before exploring the possibilities for AI in ITSM, it's important to first understand what AI is - and what it is not. Read Now

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  Why it's time to rethink the DevOps vs. ITIL debate

  As organizations look to more closely align their business and IT goals, they should combine DevOps and ITIL practices, rather than commit exclusively to one methodology over the other. Read Now

3Service desk, service catalog -- 21st century style

Perhaps more than any other aspect of ITSM, the traditional service desk is undergoing rapid change. Intelligent automation technologies such as chatbots are handling tasks previously done by IT staff, and service desk processes are being adopted by business departments. In this section, read about the evolution of the service desk and service catalog best practices.

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  The service desk role expands as IT permeates the enterprise

  Don't underestimate the IT service desk. Read about how enterprises are using new ITSM platforms to grow the service desk role and improve business processes across the enterprise. Read Now

• Article

  What's the difference between help desks and service desks?

  One came first and focused on IT fixes. The other got direction from ITIL. Users ask for one over the other. Today, something called enterprise service management might just put both out to pasture. Read Now

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  Up-to-the minute advice on starting a service catalog

  The IT service catalog is the foundation of an effective ITSM program, but it's a complicated tool and hard to get right. Here's some expert advice on how to get started. Read Now

4Modernizing ITSM: The experts sound off

In this section, experts offer targeted advice on ITSM best practices.

• Article

  The top 10 IT service challenges for CIOs

  ITIL expert Gary Case has consulted with a wide range of companies over a long career in ITSM. Read his list of the 10 IT service delivery challenges that continue to bedevil CIOs. Read Now

• Article

  Plan for a successful ITIL implementation

  Corporate buy-in and training are essential for organizations that decide to adopt the ITIL framework. Admins should also help decide if the library is the right service option. Read Now

• Article

  Consolidating ITSM tools requires CIOs to break down IT silos

  Gartner analyst Kenneth Gonzalez says ITSM software tools should be assessed against three metrics: quality, cost and performance. That will require CIOs to do some major silo-busting. Read Now

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  Maximizing the value of your ITSM vendor in 4 steps

  If your ITSM vendor isn't living up to expectations, chances are you're ignoring these four ITSM best practices. ISG's Lois Coatney takes you through them, step by step. Read Now

• Article

  How ITSM services on mobile devices power employees, boost service

  Delivering ITSM on mobile devices boosts productivity through the enterprise and will help CIOs drive digital transformation. Here's why and what you need to do.  Read Now

5ITSM for fast-paced digital businesses

The IT organization's mandate to provide the business with high-quality, reliable IT services remains the same today as when the CIO role was invented. What's changing dramatically are the technologies and approaches used to deliver those services and user demands. In this section, IT experts and practitioners delve into how ITSM best practices and tools are evolving to serve today's fast-moving digital enterprise.

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  How one enterprise's ITSM program went from subpar to superior

  How do you go from "lousy" systems and subpar services to an ITSM program that is driving a service approach across the enterprise? CIO Link Alander gives us the details. Read Now

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  CIOs under pressure to reinvent ITSM delivery models

  Tech execs are on the hook to reinvent the IT shop, but tools like user self-service, ITSM practices and the rent vs. buy option are helping effect change. Read Now

• Article

  How ITSM helps CIOs navigate cloud and hybrid IT environments

  Companies with IT service management strategies in place have a leg up when it comes to handling cloud-based services and hybrid environments, according to Protiviti's Eric Winton. Read Now

• Article

  'Cross-domain service management' key to driving DX

  At leading companies, ITSM processes are being redefined as "cross-domain service management" and IT teams are becoming the enablers-in-chief of digital transformation. Read Now

• Article

  6 benefits of ITSM for fast-moving businesses

  ITSM can help -- not hinder -- digitization, but CIOs will have to invest more resources to develop an effective ITSM program for today's businesses. Here's how to make the case. Read Now