IT service management (ITSM)

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And Now . . . Presenting The 2018 ESM Forrester Wave™!

Charles Betz September 17, 2018
The 2018 Enterprise Service Management Wave is out! Take IT Service Management, add the Age of the Customer, stir in some Employee Experience and a healthy dose of low/no-code platform, and voilà! Enterprise Service Management! Or if you prefer a more traditional description, we define Enterprise Service Management (ESM) as: Extending IT service management capabilities […]
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Configuration Management and the CMDB: An Updated Take

Charles Betz September 1, 2017
I get a lot of inquiries from I&O pros on configuration management. It’s a broad topic. Tools such as Chef and Puppet solve configuration management problems: what is the intended state of a given resource? There’s general agreement that this form of configuration management is essential. However, my inquiries also cover the Configuration Management Database […]
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Practical ITSM Advice: Defining Availability For An IT Service

Steven Mann May 6, 2013
As a follow up to his presentation at the 2013 itSMF Norway conference, Stuart Rance of HP has kindly donated some practical advice for those struggling with availability. Many IT organizations define availability for IT services using a percentage (e.g. 99.999% or “five 9s”) without any clear understanding of what the number means, or how […]
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12 Pieces Of Advice For IT Service Desks – From A Customer!

Steven Mann June 28, 2012
Following the recent announcement of Forrester’s Voice of the Customer winners and while we wait for the release of a new Forrester book on Outside-In thinking, it seemed an opportune moment to look at the IT service desk from the perspective of its customers (or end users if you are still that way inclined). So […]
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It’s Time To Realize That “ITIL Is Not The Only Fruit”

Steven Mann February 21, 2012
“ITIL, ITIL, ITIL” is all that many of us hear these days when it comes to improving IT service management (ITSM) maturity or the availability of ITSM good/best practice and guidance (for the “Little Britain” fans out there imagine Tom Baker reading this intro). Many talk (and write) about the alternative or complementary frameworks, methodologies, […]
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