Are You Ready to Banish Siloed Workplaces?

Most employees recognize that their work lives could be improved if they could automate repetitive work or shorten the time it takes to perform essential tasks.   Process automation inevitably raises concerns among some employees about their own job security. However, using software robots for worker augmentation – rather than worker replacement – has emerged

Enterprise service management has been a key ITSM trend for the last half-decade – the use of IT service management (ITSM) principles and capabilities by other business functions/teams to improve their operations, services, experiences, and outcomes – with its tool-based use-case origins going back even further. Where ESM adoption currently stands and where it’s heading

By Hannah Price Enterprise Service Management (ESM) has many benefits for organisations, namely: increased efficiency, cost-savings, and improved cross-departmental collaboration. But does it go beyond that? Does ESM make for happier employees? The employee’s experience of ESM Choosing to implement ESM has direct consequences for our employees, therefore, it makes sense that it affects their

by David Wright, Chief Value & Innovation Officer at Service Desk Institute. Is information knowledge? Albert Einstein’s answer to that question was a resounding no, on the principal that the only source of knowledge is experience. Effectively turning information into knowledge and managing knowledge – its creation, consumption, usage and value – is still a

While it may not seem like it on the surface, HR, facilities and IT have a lot in common. In fact, any internal corporate service provider dealing with similar types of requests – for help, information, services, and changes to existing services – has a lot in common with IT. So, it’s no big surprise

By Lana Yakimoff, Principal Consultant, ITSM Consulting Services Pty Ltd. Service Management has been around for many years, most of us work within the ITSM industry delivering value and some form of service. Looking back over the years IT has evolved; from ad-hoc 80’s IT shop, to adopting ITIL Framework originating from the UK Government and