IT Service Management

The best places to work treat their employees like their best customers, and in return, they’re getting the best work from happy employees. The first step in achieving this internal…

You can, and should, apply fundamentals of ITIL to new challenges in service. The ITIL framework will survive because it’s designed to align with the business goals of the employees…

A service desk automation is a customizable rule that will automatically make routine decisions based on data input, speeding up service processes and empowering the organization through thousands of little…

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…

Once you've built a service catalog and a powerful knowledge base, you need a place to make these services accessible. The service portal will bring all of your employee services…

Long story short, employees want to do their jobs, and they don’t want disruptions from the technology or tools they use. It’s simple to say, but complicated to deliver, especially…

Obviously, you still need your email account, but the goal here is to cleanse the constant barrage of emails from within your organization. Meet Slack, a versatile messaging app that…

Every organization needs an ITSM knowledge management strategy to store and disperse solutions, troubleshooting resources, and articles to users and technicians alike.

The key to portal adoption is two-fold. First, employees need to understand the benefits to them. It shouldn’t be any sort of inconvenience. They surely don’t want to add another…

Simply put, the service catalog is like a restaurant menu for requesters. The process of submitting a service request should be easy for users, just like customers at a restaurant.