Conferences, while a lot of work, are such a fun outlet to connect with other people in the IT community. It’s an opportunity to learn about new technologies, trends, and gain new perspectives around the industry. Some of my favorite memories of past conferences …
Both the technology and infrastructure we use have changed how we deliver services to our customers (or employees in this case). But how are our businesses adapting to these changes? How are we identifying relationships across new environments? Are we understanding the implications of …
Knowledge management is a cornerstone of IT service management (ITSM). It provides technical guidance, steps to best troubleshoot issues, and in some cases an outlet to expand on tribal knowledge. Not only can knowledge content help drive self-service and employee empowerment, aiding in case …
The IT community has left its indelible mark on me—the sum of my experiences has led me to where I am now. I’m constantly impressed by IT’s creativity and ingenuity. No matter the circumstances, the time of day, or the hurdle, IT pros show …
Quality service and providing value to service desk users is a sure way to boost employee engagement. In fact, if employees aren’t satisfied with their requests and providers aren’t finding ways to improve their experience, what purpose does the service desk have? Service level …
My Leslie Knope Moment Long-time listener, first time caller Liz Beavers here… Head Geek? It’s like when Leslie Knope won the election for Pawnee City Council. I’m pinching myself. Throughout my professional and personal life, I’ve always been driven by people and relationships. The …
You’ve been contemplating adopting a new ITSM solution for some time. The current one handles the bare minimum—it helps your team churn through a ticket queue—but you know there are other solutions capable of more. So what’s standing in your way? Implementing that new …
In the previous blog, I discussed how IT risks can infiltrate the service desk if proper incident, problem, and change management aren’t applied. But, IT risk detection in the service desk can act as a safeguard to avoid this. It can help notify service …
In life, risks can be perceived both negatively and positively. Taking a risk can sometimes yield great results, but other times, a risk is a yellow light of caution. For businesses in particular, if not managed properly, IT risks like malware malfunctions and employee …
IT is evolving from the daunting task of tracking inventory in spreadsheets to building a configuration management database (CMDB) into their service desk. The CMDB offers a host of benefits that set organizations up for long-term success, including promoting visibility into the organization’s IT …