Published: 04 September 2015
There are lots of things you can control about Enterprise Service Management (ESM): the definitions of SLAs, the way your CMBD is configured, the types of processes you choose to automate, etc. But the one thing you can't control, of course, is how your colleagues view service management. You can't control this, but you can influence it, and you can influence it in a positive direction.
Published: 25 August 2015
Looking to introduce Enterprise Service Management (ESM) to the masses? Better be sure your first words aren't misinterpreted as 'blah, blah, blah'... Service management experts Stephen Mann and Rebecca Beach offer their insights on how you can effectively communicate a service management program.
Published: 21 August 2015
If you're thinking of taking baby steps in the direction of better service management, or if you have a grand vision for implementation, be sure to take a quick look at this publication. Because if you get the people-side of such a project wrong, chances are the dream for better service management will remain just that: nothing but a dream (albeit a nice one).
Published: 16 July 2015
Have you heard the good news? Info-Tech Research Group have named Axios a 'champion' in enterprise service desk software.
Published: 07 July 2015
Gamification isn’t new. Sales managers have been using competition as a motivation tool for decades. What is new is the application of competition and other game mechanics to other areas of the business – IT included.
But people in IT are still wondering where to start. How do you join the dots between game mechanics and real-life improvements in productivity, service quality and IT customer satisfaction?