Podcasts and articles to keep you in the loop with the latest trends and news.
Before you consider to doing business with an organization, you first need to discover what they have to offer. You would like services and / or products to be organized and described in a way that makes sense…
Financial Trends Among MSPs: Focus on Long-Term Relationships The MSP market is growing, driven by increasing digitization and long-term client contracts. According to Hylke, the key to success lies in building strong, sustainable relationships: "You need to cultivate long-term…
What is XLA, and why is it relevant? XLA is a concept that is gaining traction in the IT world, but not everyone uses the same definition. Robin points out that XLA goes beyond a simple measurement of…
What exactly is SIAM? According to Dave, SIAM is about integrating various vendors within an IT ecosystem to create a smoothly functioning whole. “Perhaps the best definition is ‘the art of minimizing ping pong,’” he says with a…
The ‘Watermelon SLA’ concept is a simple graphical way of showing that many SLAs are not fit for purpose. This has been successful in getting some clear and honest messages across to the industry about expectation management, performance…
In the old days, life was simple. Service organizations were running on a yearly budget. One of the reasons this was possible was predictability of costs. It was relatively easy to predict costs of employees and assets. The…
This blog post is a follow-up of a previous blog where we explained the challenges of most support organizations preparing for a shift-left initiative. As explained in that blog, the traditional tiered support model is no longer effective…
Most support organizations use a tiered support model for handling incoming requests. It all starts with level 1 (the service desk) and requests can be escalated to higher levels of support based on the complexity of the issue…
It is a known ‘fact’ that you need a Configuration Management Database (CMDB) to be successful in IT Service Management. After all it is nicknamed as ‘The Single Source of Truth’ for a reason. Yes, it takes a lot of…
A zombie idea is a proposition that has been thoroughly refuted by analysis and evidence, and should be dead — but is still walking among us. In the service management world you will once in a while meet…
If you search on Wikipedia for Service Integration and Management you will find a page that starts with a warning: this article appears to contain a large number of buzzwords. Touché. SIAM has become the favourite subject of…
The European Football Championship is just around the corner. These days, more time is spent talking about and analyzing the game and players than the matches themselves. Coaches and team staff also make extensive use of data to…
