ITSM Best Practices: What to Look for in an End-User Portal

IT Service Management - What to Look for in an End User Portal

Did you know that, according to HDI, a support call costs $22 compared to self-service which costs just $2 per incident? As companies look for ways to save on costs, it’s clear that there needs to be a push toward including self-service in all IT Service Management (ITSM) initiatives. To drive the adoption of self-service, it’s important […]

How to Create and Organize a Service Catalog for IT

IT Service Catalog

A service catalog initiative can be deceptive. At first glance, it seems like a simple process of listing all the services your organization offers to customers and then using the document to display those services as a menu. However, building a service catalog is sometimes a little more complicated than that. Your catalog can make or break […]

An Introduction to the ITIL Framework

ITIL Framework

As an IT leader, having a solid understanding of the principles of ITIL (Information Technology Infrastructure Library) is essential for developing and growing your organization’s operations. This framework provides an organized approach to service management that helps define and standardize processes related to technology infrastructure, such as data storage, cloud computing, mobility solutions, and more. […]

ITSM Reviews – Shopping for an IT Service Management Software Solution

Beyond the Reviews – What to Look for When Shopping for an ITSM Software Solution

If you’re shopping for IT Service Management (ITSM) software, you’ve likely checked out most, if not all, of the review platforms – from G2 to Gartner to SoftwareReviews, there’s no shortage of ITSM tool reviews and insights. And each review site has its own quadrant or ranking system – further adding to the confusion around which tool is best in […]

What is Enterprise Service Management (ESM)?

Enterprise Service Management

If you work in the IT world, you’ve undoubtedly seen the term IT Service Management, often referred to by the acronym ITSM. ITSM is the collection of actions and policies designed to plan, execute and manage all the IT services within an organization. But what do you call it when ITSM processes and tools are […]

How to Advance Your IT Service Management Maturity

How to Advance Your IT Service Management Maturity 300x150

In a recent market study conducted by Information Week and TeamDynamix, we asked organizations to rank their level of IT maturity. According to the results, nearly half of the organizations surveyed state that they are on the low-end of the maturity scale, and only about 8% believe that they operate with a very high level of […]

Three Keys to Ensuring Success in IT Project Management

PPM Resource Capacity, Project Management

If your company is looking to save money, start with project management. Did you know nearly 10 cents of every dollar spent on projects is wasted because of poor outcomes? IT departments are under enormous pressure to make sure this doesn’t happen, and with the right tools and strategies in place, you can avoid wasting time, […]

Reach New Heights in IT Maturity with a Self-Service Portal

EdTech is Evolving and Bringing New Challenges to Higher Ed IT

Reach New Heights in IT Maturity with a Self-Service Portal Want to reach new heights in IT maturity while reducing bottlenecks and giving IT department employees more time to work on high-priority projects? One way to achieve this is to include more self-service options in your client portal. Organizations that optimize client portals for self-service […]

Searching for an Out-Of-The-Box ITSM Solution? Look for These Features

ITSM

  When you think about IT Service Management (ITSM) what comes to mind first – the practice/framework you follow or the tool you use? Often we hear prospective customers say, “I don’t want to be pressured into a strict ITIL framework,” and then the other half of the room says, ‘But will this solution adhere strictly to […]

The Key to a Great Service Portal: Simplicity

well designed self-service portal

“The ability to simplify means to eliminate the unnecessary so that the necessary may speak.” – Hans Hofmann An organization’s service portal is often the primary interface between the customer and the service provider. As such, it can be extremely challenging to create an effective one–especially when promoting self-service. Explaining technical services to a non-technical population can […]

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