How Bupa used a pantomime to explain service management
Bupa's operational services manager, Janet Holling, reveals the successes and failures during a large-scale ITSM deployment.
IT Service Management - News, Features, and Slideshows
News
-
-
How to implement effective SLAs
Before getting anywhere close to discussing the concept of service level agreements (SLAs) in IT service management (ITSM), there is one time-worn debate to straighten out.
-
Self-Service IT Catches On
Cloud-based software for the IT help desk turns out to be useful in departments outside of IT, too.
-
Why you can’t ignore ITSM
The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business.
-
IT Service Management Tools Help Airline Fix Glitches Faster
Mapping technologies to key business processes helps IT group prioritize fixes when problems occur.
-
Can Social Media Make ITSM Fun Again?
Social interfaces are changing the very nature of IT service management, with internal toolsets and icon-driven service platforms helping users and IT departments manage the extended enterprise.
-
It's not all about the cloud: Why hybrid ITSM is here to stay
"Cloud-based" might be the most overused marketing term of 2012. Vendors of all stripes seem to believe an edict has been handed down to enterprise IT management who now want all cloud all the time.
-
Monash Uni reduces IT teams after consolidation project
Monash University has reduced the number of its IT teams from more than 50 to just one after consolidating IT service requests as part of a broader transformation program.
-
Social media essential to IT service management: Analyst
CIOs must start to think about integrating social media into their service desks as the technology becomes ubiquitous in everyday life, according to analyst firm, Ovum.