ITIL 4 – The Differences, Content, and Value
It’s been more than ten years since the last major re-write of ITIL, and in that time our world and the worlds of IT service management (ITSM) have changed massively. […]
Hybrid Service-Bots and Ultimate AI
This article was contributed by Jack Geron, CTO at That’s IT, responsible for IT Care Center. You’re in New-York city looking for the best Sushi restaurant. Without even thinking twice, […]
Complex Systems Break – The Changing Approach to Incident Management
The technology world is changing rapidly. If you stop and think about it for a moment, the level of technology we now hold in our hands through smartphones is incredible. […]
No Service Management No Cyber Security
Cyber security is no different from any other management activity, the theory is straight forward and well known, and execution is very difficult. Research carried out by a joint NATO […]
Are We Still Relevant to You?
As part of the founding itSMF UK group, I attended the first UK Conference in Stratford 27 years ago as Managing Director of the UK start-up Pink Elephant. Very exciting […]
Top Tips for Starting a Mentoring Programme
You’re probably aware that to produce a succession of motivated, driven, forward-facing employees every organisation needs some form of career development programme. Leaving career development to managers is cheaper in […]
My AI is Better than Yours
It seems like Artificial Intelligence (AI) is suddenly everywhere, from phones to cars to kitchen appliances. If it performs calculations – it’s AI. We’ve already been through three “AI winters” […]
The Future of the Service Desk Analyst Role
The role of the service desk analyst has evolved overtime; it has grown from a non-technical role some 30 years ago to a role where, according to SDI research, the […]
Service Level Review Meetings for Millennials
This article was contributed by Claudio Pastori and Rosario Percannella from European Central Bank. Communication is a key element for the implementation of any service level management (SLM) strategy. Meeting […]
Digital Disruption in IT Service Management
When was the last time you used a typewriter? That’s a funny question isn’t it? Well would you believe that this simple question has real relevance when it comes to […]
ISO/IEC 20000: Latest Statistics and News
ISO/IEC 20000 is the only international standard for service management. It can be used by organizations big and small, public and private, for IT and non-IT services. The latest edition, […]
Is IT Dead?
Over the last 15 years I’ve worked with a lot of businesses – from big brands to small names – and the same service management and business challenges are present […]
