So you are ready to select a (new) ITSM tool. Your first step is defining your requirements so you ask your colleagues to list all the functionalities they need. These gather all these requirements in a large Excel sheet or document and send this to several vendors....

‘We only want solutions that are in the Magic Quadrant on our shortlist’, a customer answered to my question how they came up with the candidates for replacing their current ITSM tool. Now I love bold statements but I love challenging them even more. So a simple next...

Mosts analysts agree that artificial intelligence (AI) and machine learning will be the next big thing in Service Management. An increasing number of vendors is looking at including virtual agent or chatbots in their solutions. The required technology is widely...

Let’s talk about fashion. Let me start with a disclaimer: I am not a fashionista, there is a good reason why I ended up in IT. Still, most of you will agree that there is a relationship between the way you dress and the kind of person you are. You must be creative...