Collaborative Service Management

Last week, in the first video of this series, Nick Brailsford, from South Yorkshire Passenger Transport Executive explained the build up to the COVID-19 lockdown, and the sterling efforts from IT teams to get everyone working from home. That period...

Last week, I wrote an article for ITSM.Tools and voiced my opinion on how COVID-19 might impact the future of ITSM. I received lots of comments about the article, including a couple from customers on LinkedIn. When I responded to these comments, I...

 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...

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...

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,...

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...

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...

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...