ITSM security: How to avoid being the next M&S
The Rising Threat of Social Engineering in ITSM When news broke in April of the damaging cybersecurity breaches at Marks and Spencer, the Co-op and Harrods, business and IT leaders everywhere will have felt a collective chill run down their spine. The attacks prompted many organisations to immediately launch urgent
Strategies to Reduce ITSM Costs as the Financial Year Ends
The end of the financial year often brings challenges, especially for IT service management (ITSM) teams. Between tighter budgets and increased pressure to drive efficiencies, finding ways to do more with less is the name of the game. But cost reduction should never come at the expense of service quality—it’s
Building a User-Centric ITSM: Strategies for Enhanced UX
Picture this: A new smartphone is on the market, with all the latest features, a powerful processor, and an impressive camera. However, the interface is clunky and difficult to navigate (Windows Phone, anyone?). You might find yourself frustrated and unable to fully utilise the phone’s capabilities. This frustration can lead
Why Virtual Agents are Dependent on Customer-Focused UX
“We want an Amazon-style experience for our users.” That’s one of the most common requests we hear – rightly – from our customers when it comes to helping them set up and maintain their ITSM tools and practices. This demand for a customer-focused, satisfying user experience (UX) is, of course, nothing
The Benefits of Business Analysis
Here’s a story that might sound familiar. You need a new household appliance – perhaps a washing machine. A friend recommends a particular make and model, or there’s a good offer online. It might be top of the range, but it looks the part, and you don’t want to spend
Navigating the Challenges of Cherwell’s End-of-Life: Finding the Right Alternative
Finding the right alternative to Cherwell for your business Having acquired Cherwell in 2021, Ivanti has confirmed that it will discontinue the platform in 2026. As a result, all Cherwell users will need to migrate to an alternative option, whether that’s Ivanti itself or another system. However, with a bewildering
Navigating the Challenges of Cherwell’s End-of-Life: 5 Essential Questions
If you’re a Cherwell user, you’ll be acutely aware that Ivanti, who acquired the platform in 2021, is planning to discontinue it from 2026. That will leave you with no choice but to migrate to another system, whether that’s Ivanti itself or an alternative option. Here are five of the
CIH Solutions Lifecycle Approach – Stage 6: Implementation
Stage 6: Implementation – when your solution goes live This is the last of our deep-dive articles, walking our customers through our new Technical Delivery Lifecycle approach, which we’ll implement in early 2024. If you haven’t already, please read the introductory article, which will give you an overview of our
CIH Solutions Lifecycle Approach – Stage 5: Testing
Stage 5: Testing – ensuring your solution works and will deliver value This is the fifth of our deep-dive articles, walking our customers through our new Technical Delivery Lifecycle approach, which we’ll implement in early 2024. If you haven’t already, please read the introductory article, which will give you an