Shopping for New ITSM Software? 3 Must-Have Features
Are you in the market for a new IT service management (ITSM) tool? When it comes to investing in ITSM for your organization there are a few things you should consider. Will my organization follow an ITIL framework for service management? Regardless of your answer here, a flexible (yet highly configurable) ITSM tool can help […]
ITSM vs ITIL: Understanding IT Service Management
Whether you’re new to IT Service Management (ITSM) or you want to level up your ITSM operation, it’s important to understand, and be able to explain, the difference between ITSM and ITIL. In the simplest terms, ITSM is the practice of managing IT operations as a service, while ITIL is a framework that can help you form the foundation […]
Administrative Burden, High Cost Top Reasons Businesses Switch to No-Code ITSM
As organizations continue to battle resource constraints and increased requests for service, many are evaluating the legacy IT service management (ITSM) tools they have in place and finding they no longer serve their service management strategy. In a recent panel, Angela Neria, CIO at Pittsburg State University, touched on this topic saying, “We don’t have […]
Is Your IT Service Desk Overwhelmed? 3 Ways to Alleviate the Pressure, Drain and Angst
If you are running an IT service desk then you are probably completely overwhelmed; you may know that your IT service management (ITSM) platform is not serving you well but you feel that you simply do not have the time or emotional bandwidth to take on the search for a new IT Service Management software? […]
The Benefits of Using One Platform for ITSM and PPM
For organizations looking to improve service and project delivery while battling limited resources and tight budgets, a one-platform approach to managing services and projects could be the answer. Here’s why – by using a single platform for IT service management (ITSM) and project management (PPM) you can better understand your resource capacity and plan accordingly. […]
Understanding IT Service Management and Its Benefits
What is IT service? In simple terms, a service can be defined as “something that meets a need or fulfills a demand.” However, the ITIL® (Information Technology Infrastructure Library) Practitioner Guide has a more specific definition that relates to our discussion here. It says, “a service is a means of delivering value to customers by facilitating outcomes that customers want to […]
Improving ITSM Maturity – Start with Low Hanging Fruit
It’s no secret IT departments are busy – especially now. And because so many IT departments are focused on triaging their support by focusing on the most serious incidents, it can be hard for departments to step back and find the time for larger projects. Often, IT departments get stuck in a cycle of resolving time-sensitive support tickets, […]
Combating Resource Drain with a Shift-Left Strategy for IT Service Management
You have probably heard these stats quoted a million times – the cost of a service desk interaction is $22 per ticket resolution versus $2 for self-service and $0 for incident prevention or self-remediation. Let’s take the example of a password reset. Not only does this cost money for the IT service desk to resolve, […]
Organizations Reducing Toil with Automation and No-Code ITSM
Organizations are struggling with reduced budgets, limited resources and now the “great resignation.” To combat these issues, many companies are looking at how they can improve service delivery, for both customers and employees, to help lessen the impact of these limitations. It’s no surprise then, that organizations are turning to automation and service delivery tools […]
How You Can Transform Your IT Practices with Knowledge-Centered Service ©
Organizations with top-notch IT Service Management (ITSM) delivery are often successful because they focus on resource optimization. A great way to maximize your resources, especially when limited, is through self-service using Knowledge-Centered Service. Knowledge-Centered Service (KCS) is a service method that focuses on knowledge as a key asset of your organization. By using KCS, you […]
Reducing IT Resource Drain with iPaaS; Integration and Workflow Eliminate Manual Processing and Expedite Service Delivery
How much time does your IT team spend resetting passwords, provisioning new machines, and onboarding or offboarding employees? If you are like any other organization in this world, your answer is probably “too much time.” As more and more technology is adopted, most companies now have 300-500 different applications they are managing, and supporting all […]
How Integration & Automation Can Improve Your Organization
Businesses and organizations have seen a number of changes because of cloud adoption over the last few years. One of the biggest has been in the growing use of iPaaS for integration and automation that allows workflows to be triggered in different systems and executed automatically. Now, things like changing a name, or onboarding an employee or student, don’t […]