Another #integratedITSM insight Your customers probably don't know what Problem Management is, but they certainly know when the same issue keeps happening. Bringing them into the conversation shows I...

An incident tells you what went wrong. The patterns across incidents tell you what needs to change. Are we using that data to improve services, or just counting tickets? #integratedITSM #ITSM #Incide...

Process Spotlight #6:: Release and Deployment Management The gap between "it works on my machine" and "it works in production" is where this process lives. Get it right and releases stop being events...

Another integratedITSM Essentials Insight Change Management is about managing risk but it also should ensure we are making changes that ultimately support the business objectives #ChangeManagement ...

Another integratedITSM Essentials Insight Problem Management turns recurring incidents into lasting improvements by finding and addressing the causes behind the disruption. #ProblemManagement #ITSM ...

For IT Asset Management, the most important questions are less about “Do we have an asset inventory?” and more about whether you can trust the information enough to make operational, financial, securi...

Another integratedITSM Essentials Insight Understanding what is working well and not so well in your request management process is crucial for continual improvement. #RequestManagement #ITSM #Custom...

This week two conversations about AI safety went viral that demonstrate just how hard it is to discern AI fact from fiction.

Process spotlight #3: Problem Management Fixing the incident stops the bleeding. Problem management stops it from happening again. Most organizations are great at the first and terrible at the second...

Process spotlight #2: Request Management This is the process most users actually touch the most, and the one most often left informal. A clear request process is one of the fastest wins in ITSM matur...

Process spotlight #1: Incident Management Getting things back up and running is the visible part. Getting good at it; consistently, with the right escalation and communication, is what separates reac...

Alt: Conan O'Brien's Classic Facepalm

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