Category: ITSM

7 Steps to Automate IT Service in 2020

author:

ITSM

7 Steps for Service Desk Automation in 2020

November 15, 2019

These days, it’s difficult to give a unique presentation on service desk automation. Everyone talks about it. Much of the discussion is “pie in the sky.” When the team asked me to present on this topic at a recent ITSM summit, I wanted to …


author:

ITSM

ITSM: The Tie That Binds

November 15, 2019

Few relationships sail along without ever having to cross stormy seas. Even the best marriages need to batten down the hatches occasionally. A combination of genuine involvement, good communication, and various tools used by all involved is the best way to extend the time …


author:

ITSM

How Mobile Is Transforming IT Service Management

November 14, 2019

A project manager is working at a remote site, and suddenly, her laptop won’t hold a charge. An account executive is in a hotel conference room making final preparations for a presentation, but he’s locked out of PowerPoint. The CEO has a speaking engagement …



ITSM and IT Operations

author:

ITSM

Employee Experience Dynamic Duo: ITSM and IT Operations

November 5, 2019

Technology’s prevalence and our dependence on said technology in the workplace is only growing. It should come as no surprise then that in a recent survey of SolarWinds global customers, more than half* said that organizational leadership views IT as “very important” when it …


Employee engagement

author:

ITSM

IT’s New Responsibility: Employee Engagement

October 30, 2019

The importance of employee engagement with IT should be obvious. Everything they do depends on IT infrastructure and digital tools, so it’s crucial that they have an outlet to express their needs to the department that owns this technology.





defining employee engagement ITSM

author:

ITSM

Defining Employee Engagement: The ITSM Way

October 14, 2019

You’re likely to receive a different definition of employee engagement depending on who you ask, but understanding how to apply it as an IT professional is critical. Essentially, it boils down to making sure employees have what they need, how they need it—with the …