Should we include UX/UI in IT Service Design?
As organisations embrace digital transformation, the once-clear boundaries between service design and UX are starting to blur, says Chevonne Hobbs. This convergence offers an opportunity for designers to rethink how we define, design, and deliver services, not just from a technical standpoint, but a human-centred one.
AI in recruitment: finding the right words
Simon Rolley of DWP moves out of his comfort zone to present at AI in ITSM at Bletchley Park.
Continual Improvement
Chevonne Hobbs of Illuminet Solutions offers a practical guide to implementing or improving a Continual Improvement Practice. Her whitepaper focuses on the need to implement a CI Practice, and the potential challenges faced. It then suggests a practical approach to CI practice development using ITIL 4 and elements of LEAN Six Sigma and COBIT 2019.
The problem with problem is people
Problem management is the only ITIL discipline that prevents incidents from occurring or recurring. Given its potential impact, you would expect it to be viewed as a strategic organisational capability. Yet many organisations undervalue and overlook its importance, argues Ian MacDonald.
Who is your favourite Gladiator?
Val Wilson reflects on some key shifts that have occurred in leadership styles, and how these changes are creating new opportunities for female leaders.
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).
