5 Benefits of Using AI Chatbots on Self-Service Portals
Imagine a world where your customers or employees can find solutions to their problems swiftly, without having to wait in a long queue on a call or for an email response. That’s the power of self-service portals – an essential tool in today’s digital-first business landscape. But do you know what can make a self-service […]
Unlock the Full Potential of ITSM with Automation
In today’s digital-first environment, IT Service Management (ITSM) stands as a pivotal foundation for operational excellence. However, the complexity and volume of IT requests can overwhelm even the most proficient teams. This is where automation comes into play. Let’s take a look at the transformative benefits integrating automation with ITSM can have on your business […]
What is the 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. […]
What to Look for When Shopping for New ITSM Software
When it comes to IT Service Management (ITSM), it’s essential to consider both the tool you want to invest in and the practice/framework you want your organization to follow. We hear some customers say that they don’t want to feel pressured into a strict ITIL framework, while others want a solution that allows them to adhere […]
The Efficiency Imperative: Why IT Leaders Are Moving to No-Code ITSM Platforms
Efficiency is a hot topic in every industry right now. Considering the current economic and operational climate, it’s no surprise that CIOs and IT leaders are being asked to do the impossible: deliver faster, more seamless service while reducing IT spending and operating with leaner teams. At the same time, the pressure around digital transformation […]
When To Manage Work as a Ticket vs. a Project
Sometimes, when handling incoming requests, it might not be clear whether the work should be tracked as a ticket or as a project – especially if you’re using an ITSM tool that doesn’t give you a holistic view of all tickets and projects happening within your organization. Here are some tips you can use to […]
ITIL Best Practices to Revive Your IT Service Management
As a guiding framework, Information Technology Infrastructure Library (ITIL) functions to help IT keep pace with the organization’s needs and goals. With companies accelerating their digital transformation projects, the adoption of ITIL best practices can help organizations stay focused on IT goals and consistently provide exceptional service to customers and employees. ITIL Best Practices ITIL best […]
What is Enterprise Service Management (ESM)?
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 […]
The 5 Biggest Integration and Automation Benefits
Organization-wide integration and automation efforts are on the rise as more and more companies embark on digital transformation initiatives to provide better, faster service to end-users and modernize legacy systems. Looking to reduce toil and save resources, interest is growing in software that makes it easy for any department to integrate programs and automate actions […]
The 5 Pillars of ITSM: A Guide to IT Service Management Best Practices
As you start the journey to mature the IT Service Management (ITSM) offerings at your organization, it’s important to measure how your current ITSM system and processes stack up against the recommended best practices for IT service delivery. Those best practices are built around the 5 basic pillars of ITSM: Process control/ITIL adoption Self-service adoption Knowledge-Centered Service […]