ITSM
What is ESM? Hint: It’s Not What You’ve Been Told
October 9, 2018
In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.”
ITSM
ITIL v3 Suggested Change Management KPIs
September 6, 2018
Key performance indicators (KPI) are values that every business can measure and track – values that show the effectiveness of your performance as an organization toward your business objectives.
ITSM
The Measurable Impact of Service Desk Automations and Artificial Intelligence
August 16, 2018
The technology is new and it’s evolving, but there are already tangible benefits in service delivery time and accuracy. Which of these features would have the greatest impact on your team?
ITSM
Five Smart Service Desk Features to Implement
July 10, 2018
A smart IT service desk will leverage the power of automations and artificial intelligence to create shortcuts for your organization.
ITSM
5 Samanage Customers Use Service Portal for Better Employee Experience
June 21, 2018
Not only will the service portal give employees a one-stop shop to submit a ticket, request a service, or search the knowledge base, but it also allows the service providers to collect the data they need to expedite service delivery.
ITSM
Change Management: “Are We Doing It Right?”
May 24, 2018
Definitions, titles, and flowcharts about change management can be overwhelming. Instead of starting there, I would like help you identify some signs that your process might need improvement, and the benefits of building a change management strategy within your service desk solution.
ITSM
3 Reasons Technology Consolidation Begins With ITSM
February 20, 2018
Businesses use so many tools and applications that it can be difficult to communicate and track data. The IT service desk can help by giving employees one platform that integrates with the rest of the business.
ITSM
How Artificial Intelligence Can Lower Service Desk Resolution Times
January 23, 2018
Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.