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.
Every year, ITSM.tools runs a quick, one-question poll to understand the “ITSM help” readers would like in the year ahead. Please help by taking this years poll to tell us which topics will be important to you in the year ahead.
Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.
It’s no secret ITSM can help companies and businesses streamline efficiencies, cut down on costs, and improve customer satisfaction. But can it help schools? Yes! This article looks at five ways ITSM, enabled by an ITSM tool, can help educational institutions – from primary schools to universities.
This article shares the results of our 2022 Well-being in ITSM survey, comparing results where possible to our 2020 responses. From the impact of hybrid working to whether or not managers are equipped to deal with employee well-being issues, the results make for interesting reading.