Read how organizations can use something called “Modern Service Management” to help them move from legacy, traditional IT models to an easier, more efficient, cost effective, and agile service structure.
This article discusses a variety of common barriers to knowledge management success – from getting started to day-to-day operational challenges; and offers up a variety of advice to get your knowledge management journey right, exploit existing knowledge, and avoid common “people” issues.
Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.
What are the three most common software asset management (SAM) mistakes? What are the challenges and truths of SAM? And what questions should you be asking SAM tool vendors? Find all your answers here.
What can Artificial Intelligence really do for ITSM, and how can you get the most out of current AI opportunities for the IT service desk? This article explores, and also shares how AI and ITSM can combine to reduce tedious tasks and help us to better analyze large data sets.
What is the current take up of knowledge management across the globe, how does it differ by location, and what does this research indicate about ITSM and knowledge management in general? This article explores.