The Top 5 KPIs for Help Desk Managers


If you’re a Help Desk Manager on the hunt for metrics to drive your team’s performance, you’ve come to the right place. This blog will delve into the top five IT help desk metrics, as outlined in the 2023 HDI research report. These key performance indicators (KPIs) can be invaluable for enhancing your Help Desk […]

Unlocking ChatGPT’s Potential in IT Service Management

In today’s AI-driven landscape, ChatGPT has taken center stage, sparking discussions about its impact on jobs, its pros, cons, and the potential risks of unregulated AI. While debates abound, one cannot overlook the myriad opportunities ChatGPT offers in IT Service Management (ITSM). This blog aims to demystify ChatGPT, shedding light on how it works and […]

Why ITIL 4’s Organizational Change Management Practice is So Important

Organizational change management (OCM) is a Human Resources (HR) thing, right? For many organizations, it might be, which is why they, and many others without OCM capabilities, struggle with technology-related change. The issue is that there’s rarely anything that’s only technology-based change because the new or changed technology affects ways of working, involving people. So, […]

How is Your ITSM Maturity?

IT service management (ITSM) maturity assessments are interesting tools. Used wisely, they can be powerful drivers of change. However, this requires an appreciation of their true purpose and a commitment to make maturity assessments part of your organization’s continuous improvement approach.   Ultimately, maturity models and assessments should be about improvement, focusing not on where […]

What ITSM Practitioners Need to Know About Project Management

Something easily missed in the list of the 34 ITIL 4 management practices is the ITIL 4 project management practice guide, which contains a wealth of project management best practices. The quality of this guidance is reinforced by the fact that ITIL’s owners, Axelos, are also responsible for the globally-recognized PRINCE2 body of project management […]

How AI Enhances Problem Management Capabilities and Results

If problem management has been a tough nut for your organization to crack, using artificial intelligence (AI)-enabled capabilities offers help with what might have previously been seen as a labor-intensive IT service management (ITSM) capability. Or you might not have tried to create and benefit from ITIL-espoused problem management capabilities yet. Either way, this blog […]

What Does Your Organization Need in an ITSM Tool?


Few people would disagree with the statement that it’s hard to provide effective IT service management (ITSM) and IT support capabilities without a fit-for-purpose ITSM tool. However, it’s critical to understand the importance of the term “fit-for-purpose” in “fit-for-purpose ITSM tool.” After all, what’s the point of looking at an ITSM tool that states it […]

How Best to Motivate Your IT Service Desk Analysts

Many of us have come across Maslow’s Hierarchy of Needs at some point in our educational or work lives. The hierarchy was created as part of Maslow’s “theory of human motivation” and is often depicted as a pyramid. An example is shown in the next section. The hierarchy of needs has since been applied to […]

Does Your IT Organization Need to be More Involved in Corporate Sustainability Strategies?

For IT organizations, the need for sustainability should be nothing new. Over a decade ago, the concept of “green IT” was popular, although this was usually driven by the IT organization rather than a corporate strategy. Now corporate sustainability strategies are in force, with a 2022 AXELOS sustainability survey finding that 87% of organizations have […]

What ITSM Can Learn from the Football World Cup

The FIFA World Cup Qatar 2022 tournament is poised to grab everyone’s attention between now and the end of 2022. It offers an interesting opportunity for IT service delivery and support teams to consider what IT service management (ITSM) can learn from football (or soccer, depending on your location). This might seem a strange opportunity, […]