Diary of a conference aficionado: ESM, ITAM, AIOps, and XM at ITSM24
Jaro Tomik shares his personal highlights from ITSM24.
If I hadn’t seen such riches – seven takeaways from ITSM24
Barry Corless reflects on some special moments from this year’s itSMF UK Conference.
Avoiding Scattered Spider’s cyber web
One successful Gen AI attack on your service desk could destroy your business. Frank Abagnale tells how they did it in Las Vegas and how you can avoid being the next victim.
Unlock Digital Transformation success with evolved ITSM
Digital transformation has become a critical element in the survival and growth of organisations. It’s no longer just a trendy buzzword but an essential step that companies need to take to meet the evolving needs of the market and customers. We consider the key steps to delivering a successful digital transformation.
The Big 5 in ITSM: addressing the mental health crisis
In the fast-paced world of service management and technology (digital services), innovation is constant, and the pressure to perform is relentless as a formidable group known as the Big 5 threatens the well-being of professionals at all levels: Anxiety, Stress, Depression, Burnout, and their cultural leader, Stigma.
The Golden Guidelines of ITSM practice ownership
One area of ITSM that has been ignored are guidelines in practice ownership. We have seen many practices and processes managed but not owned. Here are Barry Corless’s Golden Guidelines for practice ownership supported by evidence I’ve gathered in the last 30 years.
Don’t think outside the box, look inside a different box!
Ian MacDonald explains the benefits for those in ITSM of the ‘analogous overlap’ with other industries.
Building a SOC: just bricks and mortar, right?
Val Wilson explains what’s required to create an effective Security Operations Centre for customers.
Why do service design?
Service design is one of the most underestimated but essential stages of service management. Chevonne Hobbs explains why.
Design thinking and customer experience
There are many aspects to consider when designing a new service for customers, but what are the most important? The choice of technology? Lowest price? Design considerations? Or is it the quality of customer service? Human-centred design and design thinking focus on creating solutions (products, services and processes) that meet the needs of users, on the basis that customers will respond more positively to services that :are useful to them, satisfy their needs and provide a positive experience.
Securing IT information: the critical role of ISO 27001
Organisations can now create a robust framework by implementing ISO 27001 alongside ISO 20000-1, delivering efficient IT services, safeguarding the confidentiality and integrity of sensitive data, and providing good governance around cybersecurity and privacy protection. The relationship between ISO management systems has never been so well aligned. Bob Gettings of BSI explains the relationship.
Seeing clearly: the lens of objectives in ITSM
In today’s ever-evolving business landscape, success is no longer measured in terms of profit alone. As organisations strive to thrive in an interconnected world, a new paradigm emerges – one that encompasses not only financial sustainability but also the well-being of people, the health of our planet, and the strength of partnerships with customers. That all sounds very grand. But it’s also abstract. How do we as IT professionals make this real?
