Searching for an Out-Of-The-Box ITSM Solution? Look for These Features
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 […]
Tips for Building an Accurate and Easy-to-Navigate Knowledge Base and Portal
As companies strive to provide better customer service, many are turning to Knowledge-Centered Service (KCS) and self-service portals as a way to improve the efficiency and accuracy of their knowledge base. KCS is a methodology that focuses on creating and maintaining an accurate knowledge base so that customers can help themselves. A self-service portal is […]
IT Service Desk Best Practices
A well-functioning IT service desk can play a critical role in the success of an organization. As anyone with IT experience can tell you, even the smallest issues or problems with IT service and delivery can quickly become a massive bottleneck if the right processes aren’t in place. Without the right IT Service Management technology […]
Harnessing the Power of One Platform for ITSM and PPM
Did you know using one platform for IT Service Management and Project Portfolio Management can help you better understand your resource capacity and balance workloads? This is just one of many benefits of using an IT Service Management tool that includes PPM. Resource capacity planning allows you to get a big-picture view of your entire […]
Companies Share Tips for Automating IT Service Management, Solving IT Challenges
IT support teams face a number of challenges in today’s world. From dealing with continuous reactionary and repetitive work to big ticket backlogs, staff shortages and trying to use underutilized or insufficient tools to manage the IT help desk – one thing is clear, IT help desks across organizations need help. A recent study from InformationWeek […]
ITSM Migration: 3 Key Factors for Success
Migrating away from an antiquated IT Service Management (ITSM) platform or from an ITSM tool that’s too complex and costly may seem like a daunting task. The search can be overly time-consuming and the actual migration might seem out of reach when you take into account everything that goes into it. But it’s not impossible. For those […]
The Key to a Great Service Portal: Simplicity
“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 […]
Knowledge-Centered Service 101: Understanding the Basics of KCS
In organizations, knowledge is one of the most important assets. However, without processes in place to share and organize your knowledge, it’s hard to recognize the value that it holds. Benefits, like having an effective and efficient problem-solving process, reduced time to proficiency and improved products and services, are just a few that come with the […]
How to Harness the Power of Your Knowledge Base
How to Harness the Power of Your Knowledge Base As organizations continue to optimize IT resources and find new ways to alleviate the drain caused by increased demand on the IT help desk – more and more IT leaders are placing importance on Knowledge-Centered Service (KCS®). In fact, many who have implemented KCS are now […]
ITSM Buyer’s Guide: How to Find the Right ITSM Software
Investing in IT Service Management (ITSM) software is a great step toward increased efficiency, lower costs, saved time and higher customer/end-user satisfaction. Before deciding to purchase ITSM software, there are a few things you should consider as well as information you should know, so that when it comes time to implement the platform you are prepared […]
4 Features of a Great ITSM Platform
There’s a big variety of IT Service Management (ITSM) software available to choose from, so how do you go about finding the right one for your company? From cost to administrative needs and implementation style – each vendor offers different options. Whichever vendor you pick, there are four features that make up a great ITSM […]
Better Together: Combining ITSM and PPM
With ever-increasing levels of competitiveness in the business world, having high rates of efficiency is essential if you want to come out on top. One proven way to increase efficiency is to combine your ITSM and PPM on a single platform. By integrating ITSM and PPM you gain a clear view of the interdependencies between […]