Latest Posts in ITSM

Self-Service Portal: Three Ways to Increase Employee Adoption

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…

Modern ITSM Practices: The Customizable Service Catalog

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.

The Benefits of a Successful ITIL Incident Management System

Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.

Modern ITSM Practices: Introduction

New ITSM technology is changing our world. Leaders in ITSM processes are honing in on alternatives for the manual completion of simple tasks.

How Artificial Intelligence Can Lower Service Desk Resolution Times

Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.

Service Desk Basics: The Real Cost Per Ticket

The service desk is the hub that supports all business-related technology that helps businesses generate profits – but in and of itself, the service desk doesn’t turn a profit for…

Reporting vs. Analysis: Do You Know the Difference?

Do you want to create actionable outputs from your data? Then learn the difference between reporting and analysis to gain the power of organizational intelligence.

How Do You Take the Service Desk Beyond IT?

What many organizations don’t realize is that every department is a service provider to another in some way -- so why aren’t we using a service management solution across the…

Service Asset and Configuration Management (SACM): An Overview

SACM helps leadership understand what they own in terms of assets and how a change in configuration affects other assets, which helps an organization deliver effective service management and tangibly…

What’s the Difference Between Incidents, Service Requests, and Tickets?

One of the most common questions that we receive during implementation is, “What is the difference between an incident and a service request?” While most people are familiar with “tickets”…