Quick question. What does ITxM mean to you? Well, a Google search leads immediately to scores of results pertaining to the essential, life-saving industry of transfusion medicine and the donation, storage, and distribution of blood products. But what does ITxM mean within the context of enterprise IT network environments? Well, it’s all about improving an organization’s capabilities within the areas of IT asset, IT service, and IT security management systematically.

Chris Goettl is many things to many people. Family man. Homebrewer. PC gamer. Hockey player. And IT security guru and thought leader. As Director of Product Management, Security, at Ivanti, Chris is a highly sought-after expert for his insights into how organizations can strengthen their enterprise IT security in an increasingly demanding environment. Chris hosts a monthly webinar focusing on Patch Tuesday and security vulnerabilities, and frequently blogs about security topics.

In this age, businesses that provide the best service survive, and when technology becomes the only means to deliver the best service then IT service management is not a question of why but a must. ITSM enables organizations to build a business around better IT support structures, so they can create the best product or service experience. In this blog, we will talk about some of the fundamental questions around ITSM.

Six key trends are transforming customer service—Here’s how to translate them into real business value Today, digital transformation across the enterprise is impacting customer service. The most successful companies are evolving customer service from single-channel or non-integrated multichannel into a dynamic platform for customer experience.

The new customer-centric customer service model—it’s all about resolving customer issues not efficiency and savings Are your customer service strategies shifting to align with enterprise digital transformation efforts across the business? If you’re still measuring customer service success based on how efficient and cheap it is to meet the needs of your customers, the answer likely is no.

ITIL 4 has the potential to launch a massive shift in the evolution of IT service management. We're used to thinking in terms of a "service lifecycle", but ITIL 4 introduces a service value chain—where activities that create value can be started at any point, by anyone. Let our experts help you sort through the chaos of this intellectual shift.

Customer service is changing. As we mentioned in our last blog post, channels don’t matter as much—the focus has shifted to customer service effectiveness instead of efficiency.  ThinkJar’s Esteban Kolsky recently spoke to customer service practitioners as part of his annual research project about the state of customer service. According to Esteban, practitioners identified six critical trends fueling customer service innovation.