Support Your Burned-Out Employees with Smart Service Management
In the wake of the global pandemic, businesses and organizations everywhere are having to get creative to support employees who are feeling burned out, without using up already limited resources. Employee burnout is especially high amongst IT departments, according to a new survey featured in CIO Dive. The survey found that 61 percent of tech workers […]
5 ITSM Trends to Watch in 2023
As 2022 comes to a close, it’s time to start looking ahead to what next year—and beyond—has in store for the world of IT Service Management (ITSM). Here are four ITSM trends that we believe will have a major impact on the service management industry in 2023 and beyond. 1. Increasing Focus on Customer Experience […]
The Role of iPaaS in Digital Transformation
Digital transformation is crucial for businesses of all sizes in today’s digital age. However, undertaking a successful digital transformation initiative can be tricky. One important aspect of a successful digital transformation is making sure your IT infrastructure is able to keep up with the increased demand and new requirements. That’s where iPaaS comes in. Using […]
Why ITSM Software Needs Asset Management and Change Management Together
Any good IT Service Management (ITSM) strategy should include both asset management and change management. Here’s why: Asset management is all about keeping track of your organization’s IT assets, from hardware and software to licenses and contracts. This information is essential for making informed decisions about how to allocate resources and plan for future needs. […]
What is an IT Service Desk?
A service desk is a centralized support center that provides IT services to businesses and organizations. The term “service desk” is typically used to describe the software application that helps businesses manage their IT services. However, the term can also refer to the team of people who work at the support center. Service desks are […]
Understanding Knowledge-Centered Service and Its ITSM Benefits
Although there are a variety of different IT Service Management (ITSM) processes, Knowledge-Centered Service ® (KCS) should definitely be one your organization takes advantage of. Companies often don’t realize how beneficial the KCS framework can be until they implement it into their own operations – especially when it comes to getting buy-in for self-service. In simple terms, […]
Pairing IT Service Management and Knowledge-Centered Service
Why Does Knowledge-Centered Service Matter? To succeed in exceptional IT Service Management (ITSM) delivery most organizations need to focus on improving resource optimization. To help with this, a useful tool is Knowledge-Centered Service (KCS), formerly known as Knowledge Support Centered Services or Knowledge Center Support. This is a service method that focuses on knowledge and its documentation […]
What Does Enterprise Service Management Look Like in HR?
If you feel like human resource management has become more of an exercise in managing resources than humans, you might be right—and you’re certainly not alone. The types of requests you may get within HR can be vast—from recruiting for open positions to onboarding a new employee to working on a change in benefits…the list […]
A Brave New World for IT Service: Automating Service Requests from Your ITSM Service Portal
Most IT service desks have embraced self-service knowing that a self-service request solved by self-service can cost an organization $2 to resolve versus the $22 on average to answer via a human at the service desk. Leveling Up: ITSM Software Automation But what happens if you can take IT Service Management (ITSM) software further and automate IT? What if […]
This Single Change Can Vastly Improve IT Service Management
It’s rare to find an IT department that isn’t swamped with work. IT personnel have a lot in common with emergency room physicians, often finding that they must triage their support by focusing on the most serious incidents first and finding time to tackle the others later. Without the right tools, processes and automations in […]
What Does Enterprise Service Management Look Like Outside of IT?
As more and more companies look to embrace a single platform approach to service management, it’s important for departments outside of IT to understand how codeless service management tools like IT service management (ITSM), project portfolio management (PPM) and enterprise integration and automation tools (iPaaS) can be used within marketing, HR, finance, facilities, etc. The […]
Best Practices to Improve Service Management in Mid-Market, Public Sector, Healthcare & Education
Organizations across almost all industries tend to experience challenges stemming from bandwidth issues, the ever-increasing number of service requests, the increasing use and demand for technology and the ongoing usage of disparate systems across departments. These issues tend to cause resource constraints, gaps in service and overall end-user grief. Take something that is seemingly simple: […]