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. […]
What’s the Difference Between ETL and iPaaS?
Modern companies use hundreds of applications to empower their teams, reach out to their customers, and solve new problems in innovative ways. The use of these applications is projected to accelerate over the next decade. A key issue that enterprise teams must solve is the need to integrate their myriad of applications, get a single view of their business data and […]
Fast Tracking Digital Transformation with Limited Resources
There’s no question that the last few years have presented a number of challenges for organizations across the nation – including state and local governments. So, it’s not surprising that a recent survey from GovTech found that the pandemic has accelerated cities’ efforts to serve their citizens digitally while using limited resources and aging technology. For most, […]
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, […]