IT Service Management

What Is a Workflow? Everything happening in an organization can be classified as a business process. This is true even if the process is a human looking at an Excel…

Most IT systems don’t operate in a vacuum—they have dependencies on other systems. And as organizations attempt to grow while trying to maximize their bottom lines, they soon discover it…

In the early days of the pandemic and in 2021, teams were on their heels reacting to everything thrown their way: changes in work dynamics, accelerated digital transformation, and new…

Imagine every time you visited the service desk to submit a ticket, you were greeted by the boisterous drums from the medley of the Olympics—you’d feel like a gold medalist!…

This past April, my husband and I took on our most exciting and daunting chapter yet: parenthood. Despite the chaos around us, we made the most of our pregnancy and…

Bad things left alone tend to get worse Unattended incidents won’t clean up after themselves and will come back to haunt you—whether as rising MTTR metrics, a cluttered Incident Index,…

IT is ultimately about providing services to end users, and the IT help desk plays a critical role in this effort. As a result of the COVID-19 pandemic, there was…

With Memorial Day right around the corner, customers are preparing their carts for a weekend of online sales and shopping. Unfortunately, the increase in online traffic for holiday sales is…

Modern enterprises must work to ensure their organization is focused on making employees feel heard and valued, and a key way to do this is through strong IT service management.…

It looks as though remote work will be a part of our lives for at least the foreseeable future. Even with some offices reopening their doors, don’t be surprised to…