Podcasts and articles to keep you in the loop with the latest trends and news.
Many IT organizations rely on traditional Service Level Agreements (SLAs) to measure success. On paper, everything might look green—tickets are closed on time, systems meet uptime targets, and reports show compliance. Yet end users often experience frustration, delays,…
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…
What Do Goals and Service Tickets Have in Common? The new football season is just around the corner. These days, more time is often spent analyzing the game and its players than watching the matches themselves. Coaches and…
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…
Companies often have big ambitions, but they’re unsure if they’re ready to take their service management to the next level.And even then: how do you go about it? To enable real improvement, it’s wise to first assess how…
Artificial Intelligence (AI) has long been a buzzword, promising to revolutionize industries by increasing efficiency and scalability while enhancing user experience. For organizational decision-makers, the potential of AI to transform IT Service Management (ITSM) is particularly appealing. The…
IT services always support the core business processes such as purchasing, production, and sales. Therefore, IT services are very important and indispensable in modern business operations. Yet we often see that the gap between the business and IT…
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…
