ISO/IEC 20000 survey: an annual update
A big thank you to all itSMF UK members who took part in the ISO/IEC 20000 Survey 2024, giving us a great snapshot of what’s happening in the service management standards community across the world. Lynda Cooper summarises the results.
The correct way to stack the dishwasher
Richard Horton has spent a decade and more in the service management kitchen. Here are some musings on what the dishwasher might have to say about ITSM. When the rinse cycle finishes will everything be clean? And will everyone still be on speaking terms when it comes to the next load?
Problem management: reflecting on a decade of progress and challenges
Around ten years ago, itSMF UK’s Problem Management Special Interest Group (PM SIG) surveyed its membership about the state and perception of problem management within their organisations. Recently itSMF UK decided to find out what had changed in the problem management world over the last decade. Armed with the original questions and answers Barry Corless, who wrote the 2014 research paper as chair of the former SIG, has been talking to representatives of member organisations to see if we have moved on.
Putting ITSM on the university curriculum
Why have we been slow to take up teaching service management in our university system? Sandra Whittleston considers the contributing factors.
The $10.5 trillion cyber threat: incident strategies for survival
With the meteoric growth of cyber crime, Dr Clive King and Conor Horgan explain how to manage the impact of security vulnerabilities on the organisation, with clear guidance for incident mapping and governance. This paper expands on the authors’ presentation at ITSM24 in November.
Could do better!
Building suppliers at loggerheads, endless site visits, and a hapless customer left to carry the can. Richard Horton reflects on the inevitable consequences of dysfunctional processes.
IT’s emotional shift: why XLAs matter now
IT might seem like the last place you’d expect emotions to come into play, but the truth is, IT is an emotional experience. Major IT changes, like moving to a new ERP or CRM tool, can evoke feelings of anxiety, loss or grief, as people grapple with altered workflows or worry about their place in the organisation. In this emotionally-charged environment, IT service managers are realising the importance of Experience Level Agreements (XLAs).IT might seem like the last place you’d expect emotions to come into play, but the truth is, IT is an emotional experience. Major IT changes, like moving to a new ERP or CRM tool, can evoke feelings of anxiety, loss or grief, as people grapple with altered workflows or worry about their place in the organisation. In this emotionally-charged environment, IT service managers are realising the importance of Experience Level Agreements (XLAs).
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.
