Definition of Change Management vs. Change Enablement: How Do They Differ?
For any IT organization, the management of change is a challenging process to implement.
Over the years, the process of implementing change has become codified around a core best practice concept known as Change Management.
For IT leaders, CIOs, and IT professionals trained using ITIL® methodologies, the concept of change management has been replaced with a new, more dynamic framework known as Change Enablement.
How Companies are Using IT Support Tickets
When things go wrong with a product or service, customers want a fix, and they want it fast. In the healthcare field, quick support can be the difference between life or death. Whether it be a product refund or a replacement, providing service agents with the most information in a concise manner can help. Enter the support ticket, otherwise known as a service ticket, or help ticket — a well-established method for customers to seek assistance from an organization. These tickets allow support teams to gather necessary information and monitor progress until resolution. Customers may submit tickets through various channels, such as email, phone, web forms, or live chat, depending on the size and scope of the customer base.
Help Desk vs. Service Desk vs. ITSM: What Are the Differences?
Never in human history have we been so reliant on technology. Businesses, organizations, and governments everywhere rely on software and IT services to function. The tireless IT help desk, service desk, and IT service management teams (ITSM) are keeping all of this technology working.
Organizational leaders often need to decide the best approach for providing IT support for their entire organization. Forcing themselves to ask the question: "Which is better, an IT help desk, service desk, or IT service management?"
How to Get Buy-In for Your IT Self-Service Portal
Self-service in IT Service Management (ITSM) refers to a model in which users can access and manage IT services without needing to involve IT staff or other intermediaries. This is accomplished through customer self-service portals or other tools that provide the information and resources needed to resolve common issues or grant access to services.
In the ITSM landscape, self-service can present itself in several ways. For example, it can:
How to Use the 80/20 Rule (Pareto Principle) in IT Service Management
The 80/20 Rule is the principle that 80% of the effects come from 20% of the causes. It's often used in business to help identify how to operate more efficiently. It can be applied to almost every area of business, including IT Service Management (ITSM).
IT service organizations and teams are focused on providing the best possible service to their internal customers. Efficiency has always been integral to ITSM. Monitoring Key Performance Indicators (KPIs) and dashboards, and adherence to Service Level Agreements (SLAs) is essential to producing successful outcomes in ITSM.
But how do IT service managers and IT leaders know how and where to focus the team's resources and time?
Are IT Certifications Worth It? Our Guide to the Top IT Certificates
Is it worth it for companies to encourage IT certifications for their technology employees? What certifications are organizations most interested in? Gaining competency in various areas helps expand the possibilities for your company's growth and an individual's job opportunities. If you're seeking a job in the IT industry, you want to know the best option to land the position you want.
What Do CIOs Face Today? Top IT Challenges CIOs Care & Worry About
Many medium to large-scale businesses have dedicated Chief Information Officers, or CIOs for short. These individuals are typically in charge of technical processes related to IT and managing data flow and storage. Smaller organizations may also have an individual in charge of these areas, but it may not be their first or only priority.
In recent times, CIOs have faced many challenges. These hardships are generally driven by a power struggle, not between people, but rather around responsibilities. Do they manage traditional IT functions like hardware fixes and software updates or do they drive the transformation of technology in the workplace to remain efficient and competitive? With cyber risks at an all-time high and customers being as demanding as ever, finding a balance between IT function and digital transformation are critical to becoming a forward-thinking organization.
Are You a Covered Entity Under HIPAA? 4 Types of Covered Entities
The Health Insurance Portability and Accountability Act (HIPAA) can be a tricky yet necessary protocol to follow. A common misconception of those on the "outside looking in" is that HIPAA only applies to healthcare organizations like hospitals and other specialty clinics.
When looking into who is covered by HIPAA, you may be surprised to learn that several more entities have a responsibility to adhere to HIPAA guidelines as a covered entity. Some of these organizations are not even directly involved with healthcare.
Master Service Agreement (MSA) or Service Level Agreement (SLA): Which Do You Need in Business?
In the IT sector, internal and external relationships are often governed by legal or quasi-legal documents. In IT and ITSM, the terms "Master Service Agreement" and "Service Level Agreement" are often used interchangeably.
However, there are differences between the two kinds of agreements that can impact how you want to use them in your organization. While both can be used for similar purposes — such as establishing clear expectations for internal IT service providers or external vendors — what separates them and how they're used are sufficiently different that it's worth taking the time to understand why this is important.
What Is a Service Level Agreement in Business? SLA Meaning and Definition
So, what is the meaning of an SLA, or what does SLA stand for, anyway?
The term Service Level Agreement (SLA) is basically self-defining: two parties (service provider and customer) officially agreeing on the level of service by which they both are willing to abide. However, defining and creating an effective SLA between an ITSM team and the rest of the organization, or between a third-party provider and a business isn't always that easy.
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