7 Most Useful Ticket Automation Rules
11/21/18 Automating processes within your service management strategy reduces repeat work to make it easier for your team to get stuff done. Your service management solution should…
Back to all articles
Author
Liz Beavers
58 articles · Page 5 of 5
What is ESM? Hint: It’s Not What You’ve Been Told
10/09/18 In order to understand the enterprise service management framework, it may be helpful to think of it more as “Employee Service Management.” The post What is ESM? Hint: It’…
ITIL v3 Suggested Change Management KPIs
09/06/18 Key performance indicators (KPI) are values that every business can measure and track – values that show the effectiveness of your performance as an organization toward yo…
The Measurable Impact of Service Desk Automations and Artificial Intelligence
08/16/18 The technology is new and it’s evolving, but there are already tangible benefits in service delivery time and accuracy. Which of these features would have the greatest imp…
Five Smart Service Desk Features to Implement
07/10/18 A smart IT service desk will leverage the power of automations and artificial intelligence to create shortcuts for your organization. The post Five Smart Service Desk Feat…
5 Samanage Customers Use Service Portal for Better Employee Experience
06/21/18 Not only will the service portal give employees a one-stop shop to submit a ticket, request a service, or search the knowledge base, but it also allows the service provide…
What’s the Average IT Service Desk to Employee Ratio?
05/30/18 It's common to hear that the IT service desk staff has become so swamped with work that they feel like full-time IT "firefighters," working long hours and straining to kee…
Change Management: “Are We Doing It Right?”
05/24/18 Definitions, titles, and flowcharts about change management can be overwhelming. Instead of starting there, I would like help you identify some signs that your process mig…
3 Reasons Technology Consolidation Begins With ITSM
02/20/18 Businesses use so many tools and applications that it can be difficult to communicate and track data. The IT service desk can help by giving employees one platform that in…
How Artificial Intelligence Can Lower Service Desk Resolution Times
01/23/18 Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer e…