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Collaborative Service Management

Love me Tender

 Although Elvis Presley and Vera Matson were given the credit, the principal writer of “Love me tender” was Ken Darby. At the time, Elvis’ publishing deal demanded that writers concede 50% of the credit for the song if they wanted Presley to record...


Collaboration is essential for modern ITSM

I recently had a chat with Kaimar Karu, Head of Product Strategy and Development at AXELOS, about the importance of collaboration in ITSM. Through his engagement with IT, agile and development communities around the world, Kaimar has a deep...


Meet modern user expectations driven by consumer experiences

As I discussed in my introduction to this series, many business applications give a user experience that is far removed from that of the apps that people use in their everyday lives. With the consumerization of IT, end-users and service desk agents...


Reduce the length, complexity and cost of installation, integration, maintenance and upgrades

We’ve been talking about the need to simplify ITSM to meet consumer expectations and add more business value. Hornbill offers four strategies for doing this. Here I would like to focus on the first, which is about simplifying the acquisition,...


Why a functionality gap prevents service desks meeting user expectations – and its impact

Last time, I introduced the idea that many service desks are lagging behind user expectations and that this is usually due to their ITSM solution. I now want to look in more detail at why that happens. Obviously, nobody makes a deliberate decision...


How to simplify the challenges of modern ITSM

In this series of blog entries, I’ll be looking at how ITSM has fallen behind the rapid pace of technological change and the heightened expectations of modern end-users and service desk agents. We’ll also discuss some limitations of the traditional...


SDI Awards Finalist - Best implementation of an ITSM solution

  In partnership with our customer, Aylesbury Vale District Council, Hornbill is delighted to announce that we have been chosen as finalists in the category of “Best Implementation of an ITSM Solution” at the SDI’s IT Service and Support Awards. The...


5 tips for integrating self-service and collaboration into your shift-left strategy

As my final contribution to this series about the whys and hows of a shift-left strategy, I’d like to offer some tips on getting the most from self-service and collaboration in this context. These are based on our own experience and that of our...


The role of ITSM people in a shift-left world

In previous blog posts I’ve been discussing the concept of shift-left in service and how we can enhance it by adding in self-service and collaboration. This might have left some of you wondering if shift-left leaves a significant role for the ITSM...


21st century ITSM – is it really worth the trouble?

I’ve been drawing on a recent Aberdeen Group research report to explain what distinguishes best-in-class ITSM, or ‘21st century ITSM’ as Aberdeen calls it. While the answer wasn’t about technology, it was about technology-enabled capabilities –...