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Enterprise & IT Service Management (ITSM)

About this topic

IT Service Management (ITSM) Tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services. These are most heavily used by IT service desks and IT service delivery functions.

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Community Posts

How much effort should go into configuring the technology stack during the due diligence phase of an acquisition?

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How can enterprise-level organizations achieve startup speed when it comes to their digital transformation efforts?

What are the biggest issues within IT that weaken cybersecurity efforts?

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Can RPA increase shadow IT?

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According to ITIL 4, why is the four dimensions of service management focused on products and services and not on the service value system (SVS). Should these components and factors be considered at the system level? What do you think about it?

Is technology driving business processes, or is business process still influencing technology?

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What is your organization’s roadmap for Experience Level Agreements (XLAs)?

Implemented or implementation in progress11%

Implement in the next 12 months53%

Implement in the next 3 years19%

Will not implement for now9%

Don’t know6%

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Can constraints on IT lead to bottlenecks?

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What are the most common mistakes that enterprise architects (EAs) make?

What headline-trend or buzzword makes you cringe the most?

Big Data16%

Remote Work19%

Microservices / Containerization13%

CI / CD7%

Zero-Trust15%

Automation2%

Digital Transformation17%

Cloud / Cloud Native2%

DevOps or DevSecOps3%

Other (comment)1%

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Is stability / uptime a concern for you with your cloud provider? 

Thinking back to AWS' major outage in 2017, shouldn't we be past these issues? https://www.zdnet.com/article/ibm-cloud-outage-downs-customer-websites-globally/?ftag=TRE-03-10aaa6b&bhid=29349190877791638188562104926226&mid=12873514&cid=2259891406

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What most exemplifies the future of work?

Equal access to opportunity11%

Remote work; with enhanced infrastructure and technology to support48%

Better flexibility, mental health, and work/life balance27%

Humans + machines working together or intersecting further12%

Other (comment)

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Open Response: What SaaS tool could you/your organization truly not live without?

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Should acquisitions only be managed by individuals with previous experience?

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How do you test before patching servers’ OS? Please share best practices for avoiding a critical system disruption. (Ex.: Would you use a set of test servers covering all OS flavors, or test its compatibility for every tool & software before applying?)

Have you productized your IT Service Delivery Function?  How did you go about it, could you share any reference articles? I'm struggling with the idea of Agile in my very IT Operations/ITSM world (ITIL).

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