Website Downtime and What to Do About It
10/11/18 Website downtime, while most obvious when the entire site goes down, is often hidden in backend issues that affect the usability of the site, while preserving the site’s g…
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IT Service Management
291 articles · Page 19 of 25
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’…
Things That Merit Consideration During Service Desk Implementation
10/04/18 The route to successful integration, now more than ever, lies in building and implementing a comprehensive and employee-focused service management strategy. The post Thing…
Customer Experience Guide – How Managing your IT Help Desk Can Pay Dividends
10/02/18 Knowing how to talk to customers isn’t necessarily something that can be programmed into your team, or an innate underlying skill that they will default to in every situat…
The Guiding Principles For ITIL Practitioners
09/28/18 Your Service Desk is the nexus of your communication with both internal and external stakeholders, your customers, and your entire organization. The post The Guiding Princ…
What is Supplier Management From an ITIL Perspective?
09/25/18 The ITIL Supplier Management Process provides formal contract oversight, ensuring that service providers and the contracts that regulate them are serving the needs of the …
How CMDB Data Inaccuracies Can Impact ITSM Success
09/20/18 CMDB data inaccuracies can have a poisoning effect, multiplying as it reaches through various aspects of your organization and its practices. The post How CMDB Data Inaccu…
When Does an Incident Become a Problem?
09/13/18 Dealing with incidents is a common, if not everyday, function of just about every IT department. Incidents may be indicative of underlying problems (and they quite often a…
Success Factors for ITSM Governance Structures
09/11/18 The question is: How do you approach ITSM and ITIL governance structure in a way that promotes buy-in on all levels of the organization? The post Success Factors for ITSM …
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…
Advantages of Capacity Management
08/31/18 The advantages of capacity management are plentiful. Simply put, IT capacity management is an ideal arrived at through the construction of a set of processes and monitorin…
How IT Affects Your Customer Experience Strategy (And Bottom Line)
08/29/18 For the sake of your customers, and for the sake of all your organization’s stakeholders (both internal, and external) it’s crucial to understand how IT and ITSM affects y…