Will you soon start the process of which software or vendor to choose for your ERP, website, service desk, or other major system?  If so, you may also be dreading the amount of time and energy that will be required – and the risk involved – not only for yourself, but also for your team. Many organizations...Read More

Competition and other business pressures on large organizations have shown that traditional management systems, quality initiatives, and incremental process improvements are no longer sufficient to improving effectiveness in most companies. Objectives of 5% to 10% improvements in all business processes each year must give way to efforts to achieve 50% or even higher improvements in...Read More

Automation solutions, problem management and workflow customization tools are among the exciting, business-changing ITSM features that generate a great deal of excitement around the ITSM sector. However, these advanced technologies and services are built on a foundation of solid, effective IT service desk tools that can be invaluable for organizations with rising technology needs but...Read More

The scale and complexity of a CMDB, with its roots in intricate and structured IT service management ideology, has left many wondering about the usefulness of a CMDB in modern IT departments. However, ideas regarding the usefulness of a CMDB tend to be based on presuppositions that are no longer accurate about what modern CMDBs,...Read More

IT service desk functions are being extended beyond the realm of support teams with process management functions delivered through advanced IT service desk solutions. This has the potential to be invaluable for business units facing increasingly complex operational requirements by helping to streamline and automate daily operations while becoming more dependent on technology to get...Read More

The rise of shadow IT presents a huge threat for IT teams, mainly because there are so many benefits to embracing shadow IT operations despite the inherent risk. When shadow IT tactics began to emerge, much of the conversation was about regaining control and coming up with a strategy to prevent logistical and security issues that came...Read More