Collaborative Service Management

 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...

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...

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 –...