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Collaborative Service Management

So how does an ITSM function get to be best in class?

Prompted by Aberdeen Group’s report Embracing 21st Century ITSM, I’ve been thinking about the causes of end-user dissatisfaction with IT support. Now we’ve discussed the major reasons users complain about IT support, let’s take a look at what would...


End-users – what upsets them and what makes them happy?

If you run an ITSM operation and your users seem unhappy, you’re not alone. As I discussed last time, a recent Aberdeen Group report,Embracing 21st Century ITSM, documents research showing that 25% of users were dissatisfied, 6% extremely so, with...


Getting away from ’old school’ ITSM

A new report from Aberdeen Group, Embracing 21st Century ITSM by Jim Rapoza, uncovers some quite alarming facts about user attitudes to ITSM. In recent research by Aberdeen, as many as a quarter of end-users were dissatisfied with IT support within...


Summing up collaborative ITSM

We've now come to the end of this short series in which I’ve been looking at the whys and wherefores of collaborative ITSM. I’d now just like to sum up and provide a couple of pointers which I hope will help if you’re starting to implement this...


Collaborative ITSM – is it really worth the effort?

In this blog series I’ve been looking at some findings from a recent report, Building the Connected IT Service Organization by Jim Rapoza of Aberdeen Group. I’ve reviewed some of the arguments in favor of collaborative ITSM and suggested some things...


Collaboration has to be more than a bolt-on

In my last post, I discussed why collaborative ITSM is such a strong response to current user needs and expectations. This time I want to talk about what’s involved in implementing it. As before, I’ll be drawing on a recent report, Building the...


What users want – and what they currently get

In my last post I introduced you to a recent Aberdeen Group report, Building the Connected IT Service Organization by Jim Rapoza. This time I’d like to comment on one aspect of that report: the argument it puts forward for collaborative ITSM as...


Why collaborative IT support – and how?

In this new series of blogs I’d like to introduce you to a recent Aberdeen Group report, Building the Connected IT Service Organization by Jim Rapoza. Let me give you a quick overview of the report here. First, it looks at the needs and expectations...


Peer-to-peer support: the impact on the ITSM function

As I’ve argued in this blog series, peer-to-peer support is potentially an extremely valuable aspect of today’s ITSM. In particular it’s a useful adjunct to self-service, which becomes far more powerful if end-users are empowered to work together to...


Business benefits of peer-to-peer support

In my last post, I discussed how peer-to-peer support, like self-service, fits in with the expectations and preferences that carry over from our lives as consumers to our lives at work. In this one, I’d like to summarize the benefits from the...