The Anatomy of the Perfect Knowledge Base Article
04/14/21 Anatomy was always one of my favorite subjects in school—it just made sense. I still know the structure of a human cell, I remember the different parts of the ear, and bec…
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Jessicah Raynor
13 articles · Page 1 of 2
10 Automated Service Desk Workflows We’re Thankful for in 2020
11/24/20 Thanksgiving is just a couple days away for folks celebrating in the US, so what better time than now to share what we’re thankful for? Many of us are giving thanks for lo…
What Is an IT Service Desk?
11/10/20 Let’s say you’re shopping in a retail store. You have everything on your shopping list except for one item. You’ve browsed through each of the aisles (twice), and you stil…
What Is IT Asset Management?
11/03/20 Depending on the business, there’s a myriad of IT assets to keep track of and doing it manually can be taxing. An IT asset management system allows IT pros to monitor all …
5 Service Desk Tickets Sure to Keep You Awake at Night
10/29/20 It’s the witching hour and the night is cold. Something feels eerie—it seems calm, but you’re not sold. You turn your computer on and to your despair, Through the garishne…
6 Questions to Jumpstart Your IT Asset Management Strategy
10/22/20 IT asset management (ITAM) is a hot topic of 2020. Like almost everything else, managing lifecycle costs and minimizing risks has been a bit more complicated in recent mon…
IT Pros on the Future of Automation and AI in ITSM
09/10/20 Think about your last online order. If you’re a frequent online shopper and have created profiles for sites you visit often (*raises hand*), then you’re probably familiar …
How Digital Transformation Has Evolved Through COVID-19
07/30/20 There’s no debating the value of digital transformation when it comes to optimal business performance, but for many IT leaders, some digital initiatives are pushed to the …
Panel: The Future of IT Service Management
06/25/20 IT service management (ITSM) has evolved into a much broader discipline than just delivering IT services to the business. It’s grown beyond the IT department and become an…
Communication Lessons Learned by IT Pros During COVID-19
05/21/20 We all know how important communication is. For it to be effective, it depends on factors including its presentation, the tone, details of the message, and even non-verbal…
Q&A: Top Soft Skills IT Service Desk Pros Should Have
03/19/20 A service desk professional is usually required to have a significant amount of knowledge about the IT industry, strong technical skills, and a wide range of experiences t…
Q&A: ITIL 4 One Year Later
02/13/20 It’s been roughly one year since the IT service management world was introduced to ITIL® 4 at Pink19. This latest evolution of ITIL provides guidelines to IT pros and serv…