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25.05.2023 | 10 minute read

How ITXM™ Fits into a World of Digital Transformation

If you ask ten people the question, "What is Digital Transformation?" you'll likely get more than ten answers. Each ...

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ITXM and Digital Transformation
ITXM and Digital Transformation
10 minute read

25.05.2023

How ITXM™ Fits into a World of Digital Transformation

If you ask ten people the question, "What is Digital Transformation?" you'll likely get more than ten answers. Each ...

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Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?
6 minute read

17.05.2023

Are You Overly Focused on Not Failing, Rather Than Succeeding, with IT Support?

What’s more important for your IT service desk – getting a great piece of customer feedback or not getting any bad ...

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ITIL 4 and Employee Experience: The Workforce and Talent Management Practice Guide
15 minute read

27.04.2023

ITIL 4 and Employee Experience: The Workforce and Talent Management Practice Guide

An earlier article looked at where the commonly-adopted ITIL 4 practices refer to employee experience. Or, as that ...

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Lost Time is Lost Money
10 minute read

19.04.2023

Lost Time is Lost Money 

According to The Global IT Experience Benchmark H2/2022, employees perceived their lost time as 3 hours and 13 minutes ...

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6 minute read

12.04.2023

Why Experience Management is Needed

You might have heard, “The king is dead; long live the king!” The same applies to service level agreements (SLAs) and ...

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Experience Management in ITIL
16 minute read

29.03.2023

Where the Core ITIL 4 Practices Link to Experience

If your organization understands the importance of experience management to IT service delivery and support, have you ...

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Hello Sharing, Goodbye Silos
6 minute read

16.03.2023

Hello Sharing, Goodbye Silos: Why Sharing ITXM™ Feedback Is Important

One of the key ingredients in improvement—either personal or professional—is honesty. How often have you heard it said ...

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The differences between XLAs and SLAs
8 minute read

10.03.2023

#XLA - The Key Differences Between XLAs and SLAs

When presented with information related to your organization’s need for Experience Level Agreements, you might be left ...

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XLAs and SLAs
11 minute read

09.03.2023

SLAs Are Not Enough: Why Your IT Organization Needs XLAs

IT service management (ITSM) best practice guidance such as ITIL has long espoused the need for service level ...

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Keeping the End-User in End-User Experience
7 minute read

01.03.2023

Keeping the End-User in End-User Experience 

The term experience is everywhere we turn. Sometimes its frequent, buzz-word usage borders on the comical: I remember ...

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