Blog
Field notes on ITSM, ESM and service management.
Our experience reports on ITSM tool implementation, CMDB mapping, extending service logic to business functions. No marketing content: just the concrete trade-offs CIOs face during transformation.
ITSM Tools
Why we chose HaloITSM
Picking an ITSM vendor means committing for years. Here are the criteria that led XP42 to HaloITSM, and what the tool won't do for you.
ESM
ITSM or ESM: should you really extend the service logic to HR and Facilities?
ESM appeals to leadership teams, but not every context is ready for it. Here are the concrete conditions for successfully extending the service logic to business functions.
CMDB
Why 80% of CMDB projects fail (and how to avoid it)
CMDBs are one of the most failure-prone ITSM endeavours. Here are the four main causes of failure and the concrete trade-offs that make the difference.
ITSM
ITSM audit: 7 signals your service desk is going off course
Before triggering a costly ITSM audit, seven simple signals let you quickly diagnose whether your service desk needs a reset.
ITIL
ITIL 4 without dogma: what we keep, what we drop
ITIL 4 contains essential practices and a lot of pointless ceremony. Here's what genuinely creates value and what you can safely leave aside.