ITSM BlogLatest Articles

  • ITSM advice from Sharon Taylor, Chief Architect of ITIL v3

    Author: Patrice Burnside
    Published: 06 May 2016

    In the age of IT consumerization, you're always under pressure to deliver rapid and stable business system development. But, with speed comes risk.

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  • Reflecting on ITSM trends from 2006 - 2016

    Author: Patrice Burnside
    Published: 02 February 2016

    The dramatic growth of service management driven by software-as-a-service (SaaS) has been one of the most exciting IT trends to observe in recent years.

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  • Social IT Management: Another Reinvention of IT

    Author: Markos
    Published: 08 February 2013

    IT is evolving once again.  We moved from mainframe to PC to web, then to SaaS, and more recently to smaller portable devices such as smartphones and tablets.  IT people are used to facing change - and yet, there has been a recent change that has not been fully embraced - the push toward multiple channels of communication.

    The Social Media Impact on IT

    Brought about by the likes of Twitter, Facebook, Yelp and crowdsourcing which have become common in everyday consumer life,  users, particularly Generation Y, expect businesses to accommodate these communication preferences.  Whether it is a quick chat online with technical support or the ability to work collaboratively with an online community to solve a common problem, users expect the ability to use multiple channels and means to solve their issues fast.

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  • Is IT in the “Always Behind Business?”

    Author: Markos
    Published: 07 November 2012

    Are IT departments in the “always-behind business?” In Thornton May’s latest article in Computerworld, he reports that most CIOs he comes across feel this way, and are under enormous pressure to do more with less. These CIOs feel they just can’t keep up with the rapid frequency of change and business users’ ever increasing demand for swift and easy support. On top of all that, IT departments still need to keep productivity up while budgets are sliced. So how do CIOs keep up while driving costs down? SaaS ITSM.

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