Podcasts and articles to keep you in the loop with the latest trends and news.
How to limit impact, costs, and reputational damage Service management is aimed at preventing disruptions as much as possible and ensuring the continuity of service delivery. However, every organization knows that disruptions can never be completely ruled out…
AI is entering organisations everywhere — yet most companies still misunderstand what it actually is. They frame it as a project, a deployment, a transformation initiative with a beginning and an end. But beneath the dashboards, pilots and…
AI is spreading rapidly through organizations — yet something more fundamental than technology is shifting. The real change is not in automation, but in the rise of agentic AI: systems that can independently interpret, decide, and act. They…
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…
