Building on the webinar we delivered recently on the same topic; this discussion paper introduces Service Value Streams and their importance in modern Service Management strategies.
Modernising your Service Desk, the basics
Modern Service Desks operate in a fast paced and ever-changing world, otherwise known as a digital environment, supported by modern best practices such as Agile working, Lean and DevOps. In this world, the term `IT and the business` does not exist, as IT and the wider business are now fully intertwined.
Service Integration And Management (SIaM) – Implementation Considerations
Service Integration and Management (SIaM) has emerged as a discipline in IT Service Management. There are however a number of challenges to implementing SIaM which this paper will highlight.
Agile SIAM Models
With an ever-changing business landscape, and most companies now embracing at least some key elements of agile working, this is having an impact on not only the day-to-day relationships with their key IT service providers, but their overall strategy for Service Management going forward.
Creating a successful Service Desk Model
Trials and Tribulations of Service Desk Outsourcing
Introduction The process of outsourcing an organisation’s service desk has always been an eventful and eye-opening experience for those going through it for the first time. The outcome is one of two extremes on many occasions, with organisations either entering…
Service Management, Smart Automation & AI
AI and Smart Automation is not about having the greatest capabilities at your fingertips, it’s about how IT Service Management and User Experience is enhanced.