Category: ITSM


change management solarwinds

author:

ITSM

Change Management: “Are We Doing It Right?”

May 24, 2018

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 benefits of building a change management strategy within your service desk solution.


build service catalog workflow

author:

ITSM

Five Samanage Customers on the Benefits of the Service Catalog

May 22, 2018

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 an IT service management (ITSM) solution specifically to build workflows, but it often becomes the most important part of their service strategy.


success factors ITSM governance structures

author:

ITSM

How This Organization Built an Employee Service Machine

May 17, 2018

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 employees. He describes a five-step process to roll out a complete service platform throughout the organization:



ultimate service desk metric

author:

ITSM

The Ultimate Service Desk Metric

May 10, 2018

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 case, your employees) are the reason the service desk exists in the first place.



4 service catalog requests touch multiple departments

author:

ITSM

4 Service Catalog Requests That Touch Multiple Departments

May 3, 2018

You can plan for all of the crossover between departments by creating automated tasks, reminders, escalations, and notifications for every service provider. You can identify bottlenecks where tasks are delayed and services are breaking down, and correct the process.


6 problems IT service desk solve

author:

ITSM

6 Problems Your IT Service Desk Should Solve

May 1, 2018

Today’s IT service desks and IT organizations face countless challenges. These challenges can be effectively overcome with a comprehensive IT service management (ITSM) strategy, and the right supporting solutions in place.