Combating Resource, Budget Limitations with Codeless Platforms
From IT Service Management (ITSM) to Integration Platforms as a Service (iPaaS), organizations are seeking no-code platforms that allow for faster, more flexible deployment. Since early 2020, the global pandemic has caused a shift in the way businesses operate. Many find themselves running with limited resources and limited budgets. In addition, IT skills shortages are […]
The 5 Benefits of an Enterprise Service Management Approach to Service Delivery
Enterprise Service Management (ESM) has been a buzzword in the IT industry for some time now, and for good reason. It offers many benefits for organizations looking to streamline their service delivery processes, enhance their customer experience and drive business value both within IT and other departments as well – including HR, marketing, finance and […]
Calculating the Time Wasted on Repetitive Manual Tasks
Anyone working the helpdesk in IT can tell you they spend a lot of time handling requests for things like password resets, name changes and other common IT ticket clean-up tasks. But just how much time? The answer might surprise you. A recent study from InformationWeek found: 58% of organizations say their IT team spends […]
How to Advance Your IT Service Management Maturity
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 […]
Unleashing the Power of Effective Reporting and Dashboards in IT Service Management
As an IT leader, you’re consistently challenged with optimizing performance, reducing costs, and delivering value. One of the most effective ways to achieve these goals is by leveraging the power of good reporting and dashboards within your IT Service Management (ITSM) tools. Here’s why. Data-Driven Decision Making With comprehensive reporting and dashboards, you can make […]
How Automation Has Changed IT Service Management
As anyone in the IT industry can attest, automation has changed the way we do things. It’s brought about efficiency and cost savings like never before. But what does the future hold for IT Service Management? And how can you make sure your organization is ready for it? In this article, we’ll take a look […]
Getting IT Service Management Right – 7 Key Building Blocks
The IT team is often the backbone of any organization and because of this, they find themselves oscillating between putting out fires and planning for the future. Every day hundreds, even thousands, of IT tickets are submitted – some as simple as needing help setting up a monitor, and some more complex dealing with issues […]
Smart Service Management: Working Better Together with a Connected Enterprise
For the last decade, there’s been a migration away from simple IT Service Management (ITSM) towards Enterprise Service Management (ESM). And more recently, this shift has evolved further into something we’re calling Smart Service. What does Smart Service mean? When you invest in Smart Service for your organization, you’re investing in service management that connects […]
Extending Enterprise Service Management (ESM) with Enterprise Integration & Automation
When contemplating the use of automation and integration as part of a broader Enterprise Service Management (ESM) strategy, it’s important to consider the different ways a tool like iPaaS (integration platform as a service) can be used to extend ESM even further. With the right ESM platform, businesses can integrate multiple systems, processes and data […]
Reimagining IT Service: The Rise of Self-Service Among Gen Z and Millennials
In an era where customer service is rapidly evolving, understanding the preferences of Gen Z and millennial customers and end-users is crucial. These tech-savvy generations have a clear inclination towards self-service, a trend that IT departments cannot afford to overlook. In this blog post, we’ll delve into the statistics underscoring this shift to self-service and […]
Working Better Together – How Organizations Can Better Manage Collaboration Across Teams
When you look across any organization, you can find groups or departments working together in various ways – sometimes it’s figuring out a project, other times it’s completing a service request. For instance, there could be a request to marketing for creative support, a request to HR to change a name or a request from […]
Boosting Employee Engagement: The Power of Using Automation to Reduce Toil in IT
In a recent study by Gartner, it was found that only 31% of employees report being engaged at their jobs. This alarming statistic signals a critical need for change in the workplace – especially in IT departments – if businesses and organizations want to retain their most talented employees. “Despite organizations making investments in engaging […]