Posts about Collaborative Service Management

COVID-19: How is the Service Desk coping with home working?

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: How has IT responded?

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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