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 […]
What is IT Asset Management?
What is IT Asset Management? What is IT Asset Management? When someone refers to asset management or ITAM they are talking about the process of tracking all of the assets that belong to an organization and are deployed, upgraded, maintained or shelved (disposed of) when no longer needed. An asset can be a piece of […]
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: […]
Have Resource Constraints? Help Is Out There!
The issue of resource constraints among IT professionals, no matter the industry, is very real. In fact, it’s often at the top of the list of challenges when IT leaders are surveyed. It’s no surprise IT departments are struggling with limited resources as the pressure continues to mount with a constant influx of new users […]
Study Reveals Companies Need Automation Governance
A new market study from InformationWeek has revealed that as many organizations have embarked on automation as part of digital transformation initiatives, there is a growing need for governance around all of the automations being built. When it comes to automation within an organization, the study found that: 53% of IT teams manage 100 or […]
Report Shows No-Code Automation Can Reduce IT Resource Drain, Scut Work
A new market study from InformationWeek has revealed IT teams are spending weeks, sometimes even months, of people-hours per year on mundane tasks that are repetitive in nature. This type of scut work is often draining on IT resources and offers little to a group of employees often looking to be challenged by complex technical […]
The Power of One Platform for IT Service & Project Management
If you’ve read our blog, you likely know by now that self-service and Knowledge-Centered Service (KCS®) can be very effective strategies for mitigating what 78% of IT organizations in our market survey identified as their top challenge — resource constraints. And while it’s clear that self-service and KCS would make perfect additions to any IT Service Management (ITSM) toolkit, if you’re really […]
Automate IT – Saving Time and Supercharging ITSM with Automation
As organizations look to find new, inventive ways to keep their teams happy and productive many in IT are upgrading their IT service management (ITSM) software – opting to move to codeless ITSM tools that offer flexibility for a lower total cost of ownership and easy-to-configure automation. This is the case in Pima County, AZ. […]