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…
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Author
Chris McManus
34 articles · Page 3 of 3
How To (and How Not To) Onboard Employees
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 …
The Era of Employee Services
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…
Modern ITSM Practices: ITIL for Today
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…
Modern ITSM Practices: Automation
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…
Modern ITSM Practices: Service Portal
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…
How Slack is Connecting Employees to IT Support
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…
Modern ITSM Practices: Knowledge Management
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…
Modern ITSM Practices: The Customizable Service Catalog
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…
Modern ITSM Practices: Introduction
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…