Long regarded as the set of practices and solutions for ensuring that technology is best meeting the needs of users, the IT Service Management function now serves as the vehicle that will deliver ...

Salesforce is bringing agentic AI to IT service management (ITSM). The CRM giant is taking aim at competitors like ServiceNow with Agentforce IT Service, a new IT support suite that leverages ...

Has ITSM’s time arrived? A couple of years before terms such as “Cloud”, “Big Data” and “Bring Your Own Device” (BYOD) occupied the lexicon of IT publications and vendor marketing machines, the ...

The words, “Do unto others as you would have them do unto you” are of course taken from the Bible, but very similar sentiments are found in other religions, in Humanist teaching and in many ...

Looking ahead, Mr. Mahadu Vinayak Kurkute envisions IT Service Management as a forward-thinking, intelligence-driven discipline that proactively anticipates the needs of organizations. By harnessing ...

On Monday, I presented the argument that IT is facing accelerating challenges that are going to cause a crisis. (See “The Coming Crisis of IT Management”.) The problem is that the informal way that IT ...

Mature IT Service Management (ITSM) is essential for strengthening state and local government service delivery and efficiency. Agencies often struggle with aging legacy systems, manual processes, and ...

In 2006, the state of Utah started to consolidate its IT services under the newly formed Department of Technology Services (DTS). Since then, DTS has been working to provide better service to its ...