The End of the End User in ITSM
03/22/18 As product users diversify, we suggest a new term to better capture their service needs. End user is impersonal and generic. We want to think of them as who they are: sale…
03/22/18 As product users diversify, we suggest a new term to better capture their service needs. End user is impersonal and generic. We want to think of them as who they are: sale…
03/15/18 The best way to ensure accountability throughout the process is with the service catalog. With modern ITSM solutions, a licensed service provider (perhaps the Director of …
03/06/18 The best places to work treat their employees like their best customers, and in return, they’re getting the best work from happy employees. The first step in achieving thi…
03/01/18 You can, and should, apply fundamentals of ITIL to new challenges in service. The ITIL framework will survive because it’s designed to align with the business goals of the…
02/22/18 A service desk automation is a customizable rule that will automatically make routine decisions based on data input, speeding up service processes and empowering the organ…
02/15/18 Once you've built a service catalog and a powerful knowledge base, you need a place to make these services accessible. The service portal will bring all of your employee s…
02/09/18 Obviously, you still need your email account, but the goal here is to cleanse the constant barrage of emails from within your organization. Meet Slack, a versatile messagi…
02/08/18 Every organization needs an ITSM knowledge management strategy to store and disperse solutions, troubleshooting resources, and articles to users and technicians alike. The…
02/01/18 Simply put, the service catalog is like a restaurant menu for requesters. The process of submitting a service request should be easy for users, just like customers at a re…
01/25/18 New ITSM technology is changing our world. Leaders in ITSM processes are honing in on alternatives for the manual completion of simple tasks. The post Modern ITSM Practice…