Tag Archives: IT service management
ITSM and BRM… Are they mutually exclusive?
The answer may seem obvious… of course they’re not mutually exclusive. However, our experience, working with both enterprise and MSP customers, is that often IT Service Management (ITSM) and Business Relationship Management (BRM) are unintentionally mutually … Continue reading
Should You Drop the “IT” in ITSM?
In a July ZDNet article by Phil LeClare for Forrester Research, Forrester’s Eveline Oehrlich discusses why IT Service Management organizations should replace the “IT” in ITSM with “Automation.” CA Nimsoft … Continue reading
ITSM Tech Hiring: Are you prepared for the future of ITSM?
While numerous ITSM gurus debate the merits of deploying ITIL, one thing holds true . . . aligning ITSM with business goals and structuring the ITSM organization around end-to-end service delivery is becoming a reality in many large … Continue reading
IT Service Management: Should you insource or outsource?
I hate to give the “it depends” answer, but the decision to outsource all or part of IT Service Management really does depend on a number of factors. Nimsoft ITSM experts help deliver IT Service Management solutions from … Continue reading
3 Ways to Improve IT Service Management Internal Communication
Communication in today’s distributed IT service management environments is a lot easier said than done. However, thanks to more robust IT service desk applications and integrated monitoring capabilities, IT service management has more opportunities to communicate … Continue reading
IT Help Desk Versus IT Service Desk . . . Tactics Versus Strategy
While many people refer to the IT Help Desk and IT Service Desk interchangeably, ITIL best practices differentiate the roles played by each. According to ITIL, the IT Help Desk is a tactical function that operates within … Continue reading
Why IT Service Management (ITSM) Can’t Afford to Ignore Social Media
With more companies turning to social computing for collaboration and to encourage innovation, IT Service Management (ITSM) teams may find themselves the topic of discussion in the activity stream. As social users … Continue reading
Should IT Service Management Organizations Adopt Social Media?
A growing number of end-users are circumventing their IT departments and instead seeking help via social networks and communities, citing that their IT Service Management team is slow or doesn’t actually solve the problem. With … Continue reading
5 Trends That Impact the Future of IT Service Management (ITSM)
As IT Service Management (ITSM) continues to evolve, the following five trends may influence how your IT organization delivers ITSM.
The cloud has made it faster and easier for the business to … Continue reading
The 5-Headed IT Person: An Exercise in Discovery
When it comes to understanding what IT service providers do for customers, it helps to view the work in terms of IT service management. This framework takes a customer-centric (rather than technology-centric) approach to IT managed services. While … Continue reading
