ITSM Articles

7 Tips to Optimize Service Request Processes for Digital Transformation

Posted by Steve Morgan
on June 20, 2019

This article asks how we can possibly expect to achieve our digital transformation agenda without basic service request management building blocks in place, and offers up seven tips for optimizing your service request management capabilities as part of your organization’s digital transformation activities.

4 Tips for Leading Employees Through ITSM Change

Posted by Emma Lander
on June 18, 2019

Leading a team through change can be tough. What if something doesn’t work as well as it did before? What if we create bigger problems? What if, what if…? But change doesn’t have to be scary – this article looks at the positive side of change and provides four tips for leading your ITSM employees through it.

Why ITSM Leaders Must Care About Good Data

Posted by Alfredo Deambrosi
on June 13, 2019

Have you spent enough time and energy assessing the quality of your ITSM data? No? This article explains why you, as an ITSM leader, need to prioritize and address your organization’s data quality issues, including poor data quality in ITSM.

10 Tips for Using SIAM to Deliver Better IT Services and Support

Posted by Joe The IT Guy
on June 6, 2019

SIAM is an approach for managing multiple suppliers of business and IT services, seamlessly integrating them to provide a single business-facing IT organization and “end-to-end services” that meet business requirements. If you’re considering SIAM within your organization, here’s 10 tips to help.

10 Tips for Business Relationship Management in ITSM

Posted by Pablo Vergne
on June 4, 2019

BRM is a great ITSM capability that helps IT organizations to focus on, and to deliver against, the wants and needs, and expectations, of IT service consumers and providers. But how should your organization start out? The following ten tips should help your IT organization to get started on its BRM journey.

Hey, Why Did You Change Your ITSM Solution?

Posted by Stephen Mann
on May 31, 2019

If you’ve changed your ITSM tool in the last two years, or are planning to, please can you spare us 30 seconds to let us know why? We last ran this poll in 2017, and will be using the latest results to report on whether or not the key drivers for switching tool have or haven’t changed over the years.

Managed Hosting Services: How Can Customers Benefit?

Posted by Rick Manarauskis
on May 28, 2019

Though self-hosted options may appear the easiest and most cost-effective, they can pale in comparison to the benefits of managed hosting services. This article looks at how managed hosting functions as a service model, as well as the myriad of benefits it presents to both customers and business owners.

6 Ways AI Can Transform ITSM Tools

Posted by Amit Shingala
on May 23, 2019

Truth to be told, in the future no one knows how advancements in AI will affect our lives. We have to wait and watch. But one thing is sure in terms of ITSM – AI will definitely change ITSM processes and practices. As such, this article digs a little deeper to see how AI will change future ITSM solutions.

How to Map the Service Desk User Journey for Better User Experiences

Posted by Nancy Louisnord
on May 16, 2019

Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.

6 Benefits of Visual Asset Dependency Mapping

Posted by Carl Weisman
on May 14, 2019

Want to know more about visual asset dependency mapping? If so, then this article is for you. Please read on to find out more about why it’s essential for your datacenter along with the required steps – starting with the auto-discovery of assets – including six key benefits it delivers.

Redefining Enterprise-Level ITSM Through AI-Powered Smart Automation and Chatbots

Posted by Ashwin Ram
on May 2, 2019

It’s a simple fact that the impact of Artificial Intelligence on service desks will become valued when AI is able to perform the mediocre tasks service desk teams would rather not do, as well as the actions humans struggle with. With that in mind, this article looks at where AI is taking, and will take, IT support.

Experience Matters: 9 CX and ITSM Nuggets from Refresh19

Posted by Stephen Mann
on May 1, 2019

In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.

How to Improve Your IT Support Team’s Well-being and Mental Health

Posted by Simon Johnson
on April 18, 2019

The service desk can be a stressful environment. The sheer number of calls – and the potentially stressful nature of those calls – can progressively affect agents and their wellbeing. This article looks at possible wellbeing issues on the service desk and offers advice on how to best tackle, or ideally, prevent them.

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