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Enterprise ITIL and ITSM News
December 18, 2018
Expert advice on AI problems and rewards dominated our 10 most popular CIO tips on SearchCIO in 2018. Read our summary of the tips and follow the links to the detailed coverage.
December 14, 2018
SearchCIO's top 2018 blog posts provide a glimpse into how evolving technology and the digital transformation of business processes are influencing CIO strategies.
September 28, 2018
Credit Suisse and LogMeIn executives provide a glimpse at how external and internal customer service strategies are melding.
January 26, 2018
ServiceNow delivers AI and machine learning capabilities to its core platform to eliminate time-consuming manual help desk tasks.
Enterprise ITIL and ITSM Get Started
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It's early days for using AI in ITSM, but the emerging use cases are compelling. Here are 10 ways experts suggest CIOs use AI and machine learning to improve ITSM processes. Continue Reading
An IT service catalog is a list of technology resources and offerings available from the IT service provider within an organization. Continue Reading
IT service management helps enable digitization, but CIOs will have to invest resources to develop an effective ITSM program. Here are six benefits of ITSM that help make the case. Continue Reading
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The much-anticipated release of ITIL v4 not only changes the framework's certification structure, but emphasizes many modern software development and IT service delivery practices. Continue Reading
ITSM frameworks must adapt as IT changes swiftly or risk stagnation. COBIT ended its six-year silence with its 2019 update. Get an overview of the new information and how to use COBIT. Continue Reading
AI in ITSM, or 'service intelligence,' is the next logical step in IT's mastery of professional service delivery. ITSM expert Jan-Willem Middelburg lays out four use cases. Continue Reading
Manage Enterprise ITIL and ITSM
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In part two of his Ask the Expert discussion of working alongside chatbots, cobots and AI, IBM's Gene Chao focuses on the importance of change management. Continue Reading
WPI is using AI in ITSM to route help desk tickets to the most qualified technicians. ITSM automation of this ilk helps users and IT-- but it requires some handholding. Continue Reading
ITIL and ITSM best practices improve business processes by standardizing and optimizing the delivery of IT services. Learn more in this comprehensive guide for CIOs. Continue Reading
Problem Solve Enterprise ITIL and ITSM Issues
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The ITSM automation gains you've reaped from your ITSM provider can vanish when you need to switch vendors. These five tips will prevent that from happening. Continue Reading
How do CIOs develop ITSM SLAs that satisfy business expectations in today's complex environment of multiple service providers? David Clifford takes CIOs through five key steps. Continue Reading
In this Ask the Expert, IT governance expert Jeffrey Ritter discusses his formula to successfully align new technology with ITSM compliance standards -- all while minimizing risk. Continue Reading