Liz Beavers

Introducing the ITIL 4 Foundation This year brings us a new version of ITIL, the world’s leading best practice guidelines for IT service management (ITSM). The ITIL 4 release will…

Learn why your IT strategy should shift focus and include customer experience and employee service management techniques.

In this post, we will examine how to handle complaints, and give you a list of the top things you should avoid when dealing with customer dissatisfaction.

Automating processes within your service management strategy reduces repeat work to make it easier for your team to get stuff done. Your service management solution should allow you to customize…

In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.”

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.

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…

A smart IT service desk will leverage the power of automations and artificial intelligence to create shortcuts for your organization.

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…

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…