IT Service Management

The Evolution of ITIL

01/02/19 Unless you’re a current, aspiring, or former IT professional, you probably don’t know exactly what ITIL is. But it also stands to reason that if you’re reading this blog r…

ITSM And Digital Transformation – Understanding Digital Transformation

12/20/18 For all the contemporary talk about digital transformation and how it’s happening all around us, it can be maddening, trying to get your head wrapped around what it actual…

ITIL Alternatives: What Are Other ITSM Frameworks?

12/18/18 In this post, we will examine the rise and domination of ITIL, looking into how prevalent it actually is, and why that may be so. We’ll also take a look at five of the pri…

How Digital Transformation is Changing IT Service Management Solutions

12/11/18 In this article, we will look at ITSM through the lens of constant digital transformation, examining how the rise of AI is affecting humans in the IT space; the move to cl…

How to Use SLAs to Improve Customer Service Satisfaction

12/04/18 Effectively setting and managing customers’ expectations is what drives their level of service satisfaction. One terrific way to set and manage expectations is through the…

Continuing Service Improvement (CSI) Throughout the ITIL Lifecycle

11/29/18 Establishing and refining CSI goals, metrics, and overall strategy ensuring that they are rooted in both your organizational mission and your long-term IT vision is so imp…

Improving Incident Response by Uniting Technical & Non-technical Teams

11/27/18 Pre-planning and practicing internal communication in anticipation of the next incident is so crucial to improving your overall organizational response to incidents. The p…

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…

12 Red Flags That Your IT Help Desk Solution is Behind the Times

11/19/18 Take a long, critical look at your IT help desk solution to see if it enables your organization to meet a growing list of demands. If you find any of the following shortco…

3 Service Catalog Items Any Organization Can Use

11/08/18 The more items in your service catalog, the more quickly and efficiently you can serve your employees. The service catalog can effectively handle a number of processes bey…

Customer Spotlight: 5 Employee Service Management Leaders that Use Samanage

11/06/18 Many IT departments have already taken the important steps of introducing automated workflows and driving employees to the service portal. If so, their service management …

How CMDB Data Inaccuracies Affect Organizational Processes

11/01/18 How do you deliver the highest quality service, drive user engagement and stakeholder satisfaction, and make quality decisions regarding your infrastructure as an organiza…