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Industry analyst whitepaper: Is it time to change your ITSM tool?

Is it time to change your ITSM tool?

Industry analyst Stephen Mann (ITSM.Tools) discusses the current ITSM tool status quo and challenges, allowing you to consider how well your current ITSM tool is meeting the needs of both IT operations and business-level outcomes for the 2020s.

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trends, challenges, cio, itops, itservices, servicedesk
IT whitepaper: The 7 attributes of high-performing service organzations

7 attributes of high-performing IT service organizations

It takes more than just slick processes to reach a state of IT excellence. Find out how leading IT organizations harness new paradigms to achieve high maturity.

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itservices, itmaturity, ciocto
IT whitepaper: choosing IT management tools that work for you

Choosing IT management tools that work for you

IT organizations are buying IT management tools for the wrong reasons. To select technology that’s fit-for-purpose, first work out what fit-for-purpose really means.

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itservices, itops, tooling, itmaturity
IT whitepaper: Service Catalog - are you master or slave?

Service catalog: are you master or slave?

Sharon Taylor (Chief Architect of ITIL v3) explores the art of the Service Catalog: The benefits. How to create one. The challenges and pitfalls. 5 top tips on setting it up and improving it.

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itservices, servicecatalog
ESM_beyond_ITSM

Enterprise Service Management (Beyond ITSM)

Enterprise Service Management (ESM) applies a common service management model and interface across all service providers in the organization to transform the way internal services work.

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itservices, itops, servicedesk, esm
IT whitepaper: Implementing ESM

Implementing ESM

Enterprise Service Management (ESM) is about extending the success that IT has achieved to other internal service providers, like HR and Facilities. But where should you start?

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itservices, esm
WP_5_upgrade_headaches

5 software upgrade headaches...and how to avoid them

Enterprise Upgrades are often necessary to get access to the latest technology, but often the complexity of the upgrade project makes it impractical or even impossible.

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tooling
IT whitepaper: 5 key ITSM goals to help drive operational efficiency in 2018

5 key goals to help drive operational efficiency in 2018

Explore the five key IT operations trends for 2018 into 2019 and get recommendations for how you can drive an uptick in operational efficiency, based on extensive analyst research.

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itservices, trends, challenges
IT whitepaper: Key questions you need to ask to improve IT service delivery

Key questions you need to ask to improve IT service delivery

The right questions will help you get the understanding you need. The result is a reality-based IT maturity roadmap that will deliver a capable, agile and cost-effective IT department.

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itservices, itmaturity
IT whitepaper: Improving ITSM by leveraging user feedback

Improving ITSM with user feedback

In this how-to guide we look at how you can build a Voice-of-the-User (VoU) program to tap into feedback and better align services with end user expectations.

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itservices, cx, csi
IT whitepaper: why you should care about the IT customer experience

Why you should care about the IT customer experience

Customer experience (CX) is the battle ground where business is most frequently won and lost. But what does this mean for IT, and what can you do to improve the situation?

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ciocto, itservice, itops, maturity
IT whitepaper: What are you doing to enhance the IT service experience

What are you doing to enhance the IT service experience?

Do you know what your customers want, why, and how they want it delivered? The challenge is bringing the what, why, and how together in a satisfying IT service experience.

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ciocto, itops, itservices, cx
SIAM: Incorporating SIAM to improve your service supply chain management

Service supply chain management with SIAM

Effective supply chains are critical. But how can you ensure your service supply chains that deliver efficient services? Service Integration & Management (SIAM) can help.

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siam, itops, itservices
WP_SIAM_managing_complexity

SIAM: Managing complexity from a single source of truth

What is Service Integration & Management (SIAM)? Why it is essential in IT now? itSMF CEO Barclay Rae looks at why you need an end-to-end view of your service supply chains.

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siam, itops, itservices
7 in 2017: Key  ITSM challenges and goals

7 in 2017: Key ITSM challenges and goals

CMDB, IT Asset Management, Service Catalog and automation are all on the rise. But which will have the biggest effect on your organization? Find out more in this whitepaper.

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ciocto, itops, itservices, trends
IT whitepaper: Making your service catalog user-centric

Making your service catalog user-centric

Designing or redesigning a Service Catalog? Prioritize the end-user experience, and you’re more likely to achieve higher adoption rates and greater ROI.

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itservice, itops, servicedesk, servicecatalog
IT whitepaper: ITAM - The #1 investment you should make this year

ITAM: The #1 investment you should make this year

Avoid unnecessary costs and penalties from software audits. Combat cybercrime with stronger network security. Improve operational efficiency with increased automation.

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itops, itservices, itam, security
IT whitepaper: ITSM predictions - What came true and what didn't

ITSM predictions: What came true and what didn't

In this whitepaper, we unearth a selection of IT trends predictions from a decade ago, to see which came true, and which didn’t.

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itservices, trends
IT whitepaper: Building a business case for IT investment

Building a business case for IT investment

In this how-to guide we look at how you can build an effective business case for an IT investment to help you gain the budget support and cultural groundswell you need to deliver innovation for the business.

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innovation, roi, businesscase
IT whitepaper: Reporting - How to escape the perfect IT vs rest of business storm

Reporting: How to escape the perfect "IT vs rest of business" storm

Does your IT reporting align with business objectives? If not, you could be driving IT and the business apart: putting your IT budget at risk and damaging the perception of IT.

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reporting, itops, itservices
IT whitepaper: Optimizing IT service management

Optimizing IT service management

Under pressure to optimize IT services and operations? Get actionable insights from Gartner Inc., Deloitte, HDI and the Service Desk Institute in this whitepaper.

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trends, itops, itservices, challenges
IT whitepaper: Mend the IT-business divide with a healthy CMDB

IT misaligned with the business? Get a service-view CMDB

To support business priorities, IT needs to see the business context of IT. A service-view CMDB can provide the visibility you need to align IT activity with business need.

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itops, itservices, cmdb, alignment
IT whitepaper: ITSM insights - part 1: Maturity levels, budgets and variations

ITSM insights 1: maturity levels, budgets, variations

Insights from the latest research, involving IT leaders and IT professionals from 260+ large enterprises.

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trends, itmaturity, itops, itservices
WP_ITSM_insights_from_across_the_globe_part2

ITSM insights 2: regional gulfs in service management beyond IT

Insights from the latest research, involving IT leaders and IT professionals from 260+ large enterprises.

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trends, itmaturity, itops, itservices
WP_ESM_Relationships

Ingredients for successful ESM: Relationships

Applying and scaling Enterprise Service Management (ESM) can be challenging. With stronger working relationships, everyone can enjoy better processes and better services.

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esm, itops, itservices
IT whitepaper: 3 main ingredients for successful ESM

Ingredients for successful ESM: Communication

Communicating the benefits of ESM is a critical. No communication means no support. You need ongoing dialogue with colleagues and stakeholders from across the business.

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esm, itops, itservices
WP_ESM_Trust

Ingredients for successful ESM: Trust

A foundation of trust is essential for IT to expand-out service management practices and tools across the business (ESM). How do you get there? Great results. Great service. Great customer experiences. 

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esm, itops, itservices
IT whitepaper: 5 bad habits that kill IT innovation

5 bad habits that kill IT innovation

Innovation is critical to the success of businesses in today’s fast-paced markets. We look at the five bad habits in IT that prevent companies from turning great ideas into real innovations.

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innovation
Briefing_gamificaton_in_service_managementjpg

Gamification in ITSM

How do you join the dots between game mechanics and real-life improvements in IT? We look at gamified ITSM: the tools, where to use them, and how to plan out a gamification program.

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itservices, itops, gamification
Briefing_social_knowledge_management

Social IT knowledge management

By capturing conversations about IT problems – as they happen – you can continually feed and refresh your knowledge base without adding additional stress to your people.

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knowledge, itservices, itops
briefing_making_it_collaboration_work

Making IT collaboration work

Enterprise collaboration tools are gaining traction in other areas of the business and the benefits are becoming tangible. But how will this next great paradigm shift impact IT?

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itservices, itops, collaboration
IT whitepaper: 8 key challenges for the service desk, 2015

8 key challenges for the service desk, 2015

As businesses become more dependent on technology, the role of the service desk is evolving. We look at the challenges service desk teams face, and the trends that are driving them.

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itops, itservices, servicedesk, trends, challenges
WP_Time_to_switch

SaaS ITSM: Time to switch?

Is your on-premise ITSM software delivering real value, or ruining your day? We measure and compare the SaaS vs. on-premise delivery models for ITSM software.

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itservices, itops, tooling
WP_Migrating_to_a_new

Migrating to a new ITSM platform

Having the right ITSM technology is critical, but many IT departments struggle with outdated technology. Read this guide for tips on a successful ITSM migration.

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itservices, tooling
WP_building_a_social_service_desk

Building a social service desk

Social IT is cutting edge, but many organizations are struggling to work out where to start. Read about the key concepts and how they can be applied to deliver tangible benefits.

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itservices, itops, collaboration, servicedesk
IT whitepaper: Practical guide to integrating ITMS & ITAM

Practical guide to integrating ITSM & ITAM

By integrating these two converging IT functions, organizations can streamline IT performance, reduce costs and enable "bigger picture" planning.

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itservices, itam
IT whitepaper: ITAM use cases - Achieving transformational change with assyst

ITAM use cases: Achieving transformational change with assyst

Discover how Axios Systems implemented its own integrated assyst ITAM suite: including software re-harvesting, patch management and performance monitoring.

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itam, tooling
IT whitepaper: Service Catalog - The business case and ROI

Service catalog: the business case and ROI

Sharon Taylor (Chief Architect of ITIL® v3) recommends practical steps for building a business case for a service catalog and measuring ROI to prove its value.

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itservices, servicecatalog, roi
IT whitepaper: CMDB - Practical steps to successful implementation

CMDB: practical steps to implementation

Implementing a CMDB is not as simple as simply switching it on. Find out about the five steps to a successful CMDB implementation.

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itservices, itops, cmdb
IT whitepaper; CMDB - a strategic service asset

CMDB: a strategic service asset

A CMDB underpins each ITSM process and empowers the IT department to deliver higher quality service and maximize ROI.

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itservices, itops, cmdb
IT whitepaper: ITSM tooling uncovered

ITSM tooling uncovered

Sharon Taylor, Chief Architect of ITIL® v3, explains what you should consider when deciding where and how ITSM tools will support your IT and business strategy. 

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itservices, tooling
IT whitepaper: SaaS ITSM for CIOs

SaaS ITSM for CIOs

SaaS ITSM tools enable IT departments to move away from managing technologies and towards managing service supply chains that deliver outcomes that are responsive to the needs of the business.

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itservices, tooling, ciocto
WP_Karen_Ferris_service_managemnt_tool_selection_pt2

Why choosing an ITSM tool is like buying a house

How to ensure your organization chooses the right service management technology at the right price - while avoiding the pitfalls that many other organizations have experienced.

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itservices, tooling