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5 Innovative ITSM Best Practices That Transform Your IT Help Desk

Most IT help desks stop at ticket resolution and leave the rest of the ITSM platform underused. Drawing on customer conversations and internal use at Desk365, this piece lays out five practical ways to push further: QR-code support requests, cross-department automations, AI-generated tickets from meeting notes, a single source of truth, and narrowly trained AI agents. Small changes, real gains in efficiency.
Crowded marketplace of software storefronts, illustrating the range of vendors buyers must choose between beyond the Gartner Magic Quadrant

Most Software Buyers Misuse the Gartner Magic Quadrant

Most buying committees treat the Gartner Magic Quadrant as a product ranking, and Keith Andes, a former Gartner analyst, says that’s not what it measures. He walks through what the two axes represent, why leadership position doesn’t equal best fit, and where Gartner Critical Capabilities and the five-step BuySmart process come in once you’ve built a shortlist.
X-ray style illustration of a person's head overlaid with circuitry, representing IT asset visibility for cybersecurity

You Can’t Secure What You Can’t See: Why IT Asset Management Is the Foundation of Cybersecurity

You can’t secure what you can’t see. ITAM gives IT teams real-time visibility into who owns every device, what happens to assets during onboarding and offboarding, and how ready they truly are for an audit – closing the gaps that turn into costly incidents.
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