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ITIL and ITSM best practices for process improvement
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Article
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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Article
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
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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
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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
Editor's note
Companies employ ITIL and ITSM best practices to achieve business process improvement, cut costs and improve efficiencies within the organization. ITIL is a set of processes and standards to help enterprise organizations practice effective IT service management.
As businesses change their business models and business processes to compete in a digital economy, IT service management and ITSM and frameworks like ITIL are changing along with them. CIOs are adapting ITIL and ITSM best practices to work in cloud computing -- the platform of choice for many users. IT organizations are also experimenting with AI technologies such as machine learning and virtual agents to improve and automate many aspects of ITSM that were previously done manually. In addition, departments from legal and finance to HR are asking IT how they can use ITSM and ITIL processes to improve their workflows.
Learn about the latest ITSM and ITIL best practices and review the fundamentals in our comprehensive coverage for CIOs.
1What is the ITIL framework? How will ITIL 4 be 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, due to be released in January 2019, promises to be highly practical. This section offers a look at the adaptations the new version will need to make to accommodate today's IT organizations and includes an FAQ on the fundamentals of ITIL processes.
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Article
The ITIL update better catch up to modern IT
When ITIL last updated, DevOps practices were in their infancy. In the face of rapidly evolving IT practices, ITIL 4 must be powerful and usable for diverse IT organizations. Read Now
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Blog
Will ITIL 4 reassert the framework's relevance?
New guidance from ITIL is scheduled to be published in early 2019. Its' chief architect offers a preview of what to expect. Read Now
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FAQ: Understanding the ITIL framework, from incident management to the service desk
The ITIL framework is a globally accepted standard for improving IT service quality. This FAQ reviews the ITIL definition, training options and costs and ITIL-compatible tools. Read Now
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Article
ITIL and ITSM initiatives: Top 5 ways to ensure success
Focus on processes more than tools and be clear about what your help desk does. Find out more about these two tips, plus three others. 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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Article
Are there good use cases for AI in ITSM? Certainly, but be cautious
AI use cases for your ITSM program abound, but early adopters caution that vendor offerings are immature and will require hands-on testing for best results. Read Now
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Article
7 areas where AI can boost ITSM strategies
What does it mean to have an AI-assisted ITSM strategy? Pink Elephant's Jennifer Wels outlines seven areas where AI can be applied to ITSM. Read Now
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Article
LogMeIn introduces chatbots to help deliver services and likes the results
In this SearchCIO Q&A, LogMeIn CIO Ian Pitt describes how chatbot technology and other cutting-edge tools help him run a lean IT department and deliver services more efficiently to the growing company. Read Now
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Article
ITSM automation's role in driving network automation
Developments in AI and machine learning are producing compelling new use cases for ITSM automation, which, in turn, is helping to drive network automation. Read Now



Download Now: 6 Project Killers and How to Avoid Them
It’s virtually impossible to avoid mistakes and bumps during project fulfillment, but recognizing potential project killers can help keep teams on track to meet deadlines. Explore the top 6 project management mistakes identified by experts and leaders, and how you can avoid them.
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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Article
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
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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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Article
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 from Pink Elephant, Gartner, Pace Harmon and Information Services Group offer targeted advice on ITSM best practices.
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Article
How ITSM automation drives business value on 5 fronts
Intelligent automation, ITSM as a service, digital labor, artificial intelligence and machine learning are driving business value, explains Pace Harmon's Craig Wright. Read Now
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Article
Using ITSM best practices to optimize and govern cloud-based services
Cloud-based services can't be beat for ease of use, but companies often experience "unhappy surprises" when the bill comes due, says Andy Sealock, managing director at Pace Harmon. ITSM in the cloud can help. Read Now
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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
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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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Article
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
5Tried-and-true tips from an ITIL expert
Here are three tips from ITIL expert Peter Doherty that explain how to get the most out of an ITIL implementation. Communicating why IT is taking on this rigorous approach to delivering IT services is as important as mastering the processes and picking the right tools.
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Article
Effective ITIL project leadership: Plan-Do-Check-Act
Successful ITIL project leaders are using the Plan-Do-Check-Act cycle to ensure their teams stay motivated, follow the same processes and contribute innovative ideas. Read Now
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Article
Targeted IT communications key to ITIL implementation success
Many companies are implementing ITIL without considering the importance of an IT communications plan. Get expert advice on ways to target your IT communications for ITIL success. Read Now
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The range of ITIL training tools and techniques and how they add value
Learn how to incorporate ITIL training tools such as simulation workshops, process modules and use cases into your ITIL service management training. Read Now