IT departments all over the world are getting very good streamlining service. In fact, ITSM has been so successful that other departments want to provide the same level of service.
When you think of “employee-focused” service management, many of the elements are already there in IT. These best practices are designed to create better working environments where employees get what…
The larger an organization, the more difficult it is to track and predict purchasing and maintenance costs for all of the devices employees use. That’s why lifecycle and warranty tracking…
It's common to hear that the IT service desk staff has become so swamped with work that they feel like full-time IT "firefighters," working long hours and straining to keep…
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…
One thing we find is that many new customers are surprised by how many parts of multi-step services they can automate through the service catalog. They might not have chosen…
Gardner knew that IT could set up similar processes through Samanage, and to his credit, he also recognized that the entire organization could run services through one familiar platform for…
Because there’s now such a heavy reliance on devices, applications, and other common business technology, the IT help desk bears a heavy burden in everyday business functions.
According to ITIL, service management is “a set of specialized organizational capabilities for providing value to customers in the form of services.” It’s important to remember that customers (in this…
One way to improve the employee experience is to connect them to all of the services HR provides. I recommend building a service desk experience for HR in a four…
