Interesting ITSM Links: The Future edition

This week’s links focus on “the future.” Because we spend so much of our time attempting to quantify the past so we can prepare for what’s coming next, it’s important to take some time to think about how you want to get there. How do your ITSM initiatives and plans impact the future of your organization? Do your plans align with future business objectives?

Webinar Fever: Continual Service Improvement edition

Improvement AheadThere were a number of interesting webinars online this past week discussing elements of Continual Service Improvement (CSI). For practitioners of IT service management, we are aware of the need to evaluate, adapt, improve, replace, and sometimes retire services. The concept of CSI allows an IT organization to evaluate needs and offerings at every step of the evaluation, design, transition, and operation phases of a service’s lifecycle. Even the CSI process itself is subject to its own continual improvement efforts.

Enjoy the following discussions of CSI, its impacts on ITSM, and how it can be used to ensure your IT organization is meeting the needs of your business.


Interesting ITSM Links for the Week

This week’s interesting links include two webinars geared toward services management and support in a higher education context. See you next week!


Interesting ITSM Links: Customer Service edition

This week’s links focus on the topic of customer service in a service delivery environment. Many of us in technology support understand that customer service is the province of more than just the service desk… everyone has some responsibility to be aware of customer needs and attempting to meet those needs. Customers get their service through our collective efforts, and providing the face of responsiveness, accuracy, and timeliness all demonstrate patterns of success.

See you next week!

Interesting ITSM Links for the Week

This week’s links are heavy on webcasts, but there’s lots of interesting ideas to be discovered. If you haven’t visited BrightTalk’s IT Service Management community, you’re missing a lot of other interesting topics. Check it out for yourself!

Interesting ITSM Links for the Week

Welcome back! First, a quick note about the first HDI link below. This is a virtual conference link with content recorded during HDI’s annual conference in Las Vegas during March 2015. I watched several of the webinars made available and found much of the content useful and interesting. HDI did an excellent job of providing a selection of sessions to appeal to just about everyone in ITSM and customer support roles.


Supplemental Interesting ITSM Links for the Week

Time once again for a few interesting ITSM-related links. Some interesting additions for this week.

The HDI business case article listed above is of particular interest to any ITSM practitioner that’s working to either implement an ITSM system OR attempting to explain the value of one to senior leadership. We sometimes fail to explain the efficiencies of an ITSM system in business terms, or at very least forget to obtain buy-in from our business customers. The business case is one of the best tools to explain the value of supporting an ITSM initiative from both a leadership perspective as well as financial.

See you next week!

Interesting ITSM Links for the Week

Back again with some additional interesting ITSM and ITIL content in particular. The first link in this week’s list is especially interesting because of the various PowerPoint presentations generated by various university IT leadership teams to explain ITIL. For organizations looking at adopting the ITIL framework for processes and improvements, this is a real treasure trove.


Interesting ITSM Links for the Week

Welcome back! This week’s interesting ITSM-related links are heavily weighted toward education-specific topics, EDUCAUSE in particular. A nice selection of items, I think.

As always, please let me know if you find any interesting articles or links worthy of sharing or discussion!