This article looks at 10 common challenges faced by IT service desks (equally applicable in enterprise service management scenarios) and how you can use them to identify and progress a number of opportunities to improve.
In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.
Automation of processes (across the organization) is something that should be treated very seriously and carefully – it can be dangerous when not properly implemented and/or defined. Here we look at the key requirements for, and benefits of, successful process automation (and digital transformation).
Being an IT Manager is a big role with a lot of pressure, but it’s easier with tools that help you automate your tasks. Here Ben Lang lists 10 office automation tools that make it easier for IT managers to keep their offices running smoothly – and make the entire company more productive.
What is the nexus of DevOps and SIAM? Here, Daniel Breston explains their value and how they work in action.
Automation isn’t at a point where you can replace your staff with a bot. However, you should be thinking about the coming day when you can.
There are a number of other opportunities to increase the odds of self-service success, here Simon Johnson of Freshservice discusses his eight tips.
Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.