The Ultimate Service Desk Metric
05/10/18 According to ITIL, service management is “a set of specialized organizational capabilities for providing value to customers in the form of services.” It’s important to rem…
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How HR Can Follow the Service Desk Model
05/08/18 One way to improve the employee experience is to connect them to all of the services HR provides. I recommend building a service desk experience for HR in a four step proc…
4 Service Catalog Requests That Touch Multiple Departments
05/03/18 You can plan for all of the crossover between departments by creating automated tasks, reminders, escalations, and notifications for every service provider. You can identi…
6 Problems Your IT Service Desk Should Solve
05/01/18 Today’s IT service desks and IT organizations face countless challenges. These challenges can be effectively overcome with a comprehensive IT service management (ITSM) str…
The High Cost and Low Benefit of Unused Index Advice
04/26/18 You have to be careful what you wish for. The signal:noise ratio of finding out which indexes are “unused” is low. This isn’t obvious at first glance, but upon deeper insp…
Modern ITSM Practices: CMDB and Asset Management
04/26/18 Faster, smarter service begins with collecting the data within your organization. To date, the CMDB is the most effective way to collect, store, and organize that data. Th…
20 Employee Services to Automate: Finance
04/24/18 As any business grows, these processes become more complicated and more frequent. The good news is, you can build streamlined workflows for financial requests, complete wi…
20 Employee Services to Automate: Marketing
04/19/18 Marketing is an important service provider to all employees. They create a variety of customer-facing resources. The service catalog can help create efficient processes fo…
How to Select the Right Queries to Optimize
04/18/18 Why is selecting the right queries to optimize so important? There are several reasons. Penny-Wise, Pound-Foolish Look at the forest, not just the trees, and optimize glob…
Using Data to Improve Employee Services (Part 2)
04/17/18 As an internal service provider, your job is to give them everything they need to perform at the highest level, with as little friction as possible. This is employee servi…
Using Data to Improve Employee Services (Part 1)
04/12/18 There are a seemingly infinite number of ways to use data in service delivery, and people think of new ones every day. Here are two methods you can use to collect and leve…
Make Reporting a Part of Your IT Service Catalog
04/11/18 With an effective employee service management strategy, you can ensure that internal resources are aligned across departments. The service catalog lets you create a menu o…