Knowledge management is a cornerstone of IT service management (ITSM). It provides technical guidance, steps to best troubleshoot issues, and in some cases an outlet to expand on tribal knowledge.…
As a consumer, you most likely can agree that the overall experience in the buying process is equally, if not more, important than the product or service itself. Forbes actually…
Quality service and providing value to service desk users is a sure way to boost employee engagement. In fact, if employees aren’t satisfied with their requests and providers aren’t finding…
There’s no debating the value of digital transformation when it comes to optimal business performance, but for many IT leaders, some digital initiatives are pushed to the backburner due to…
It’s an exchange that happens almost every day in every business office: Employee peeks over the divider and asks her coworker, “Hey, how do I connect this to Bluetooth?” Maybe…
You’ve been contemplating adopting a new ITSM solution for some time. The current one handles the bare minimum—it helps your team churn through a ticket queue—but you know there are…
Okay, good. You have a change management practice in place. You know how to define it, its benefits, how to get the process started, and how to measure its success.…
For some, change is something to look forward to. For others, it may be scary and anxiety-inducing. If the latter describes your organization, it may be time to rethink your…
IT service management (ITSM) has evolved into a much broader discipline than just delivering IT services to the business. It’s grown beyond the IT department and become an integral part…
Configuration items (CIs) in the configuration management database (CMDB) stores information regarding the relationships among its assets. IT configuration management is becoming increasingly critical in order to maintain service levels…
