Executive IT Insights: Navigating Business, Tech, and Security

Explore "Executive IT Insights," delving into the executive realm of information technology. Our blog category is your gateway to business strategies, tech trends, and security insights. Whether you're an IT director, CIO, or executive, join us for a nuanced perspective on navigating the digital era.

Top 7 KPIs for Measuring Change in ITIL

ITIL Change Management KPIs

Change Management, now known as Change Enablement in the Information Technology Infrastructure Library (ITIL®), is a way of managing change requests and implementing updates and changes in software, applications, and IT systems.

As IT leaders and professionals know, ITIL is a best-practice framework or set of best practices that guide IT Service Management (ITSM).

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Key Elements of Software-as-a-Service (SaaS) Support Models for Customer Service Excellence

SaaS Customer Support

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In today's hyper-connected and highly competitive business landscape, providing excellent customer support is more critical than ever. The rise of the Software-as-a-Service (SaaS) model has changed the way companies deliver their products and services. Customers now expect instant and responsive support through various channels.

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What is First Call Resolution (FCR): Why It’s a Critical KPI Metric

First Call Resolution (FCR) Metrics

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One of the most important metrics and Key Performance Indicators (KPIs) in any help desk or customer service call centers worldwide is First Call Resolution (FCR).

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Agile vs. ITIL: How Do They Fit Together? Or Do They?

Agile vs. ITIL

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Developing and implementing technology solutions is a complicated process. Over the years, a wide range of best practice guidelines and frameworks have been created to make this easier and more cost and time-effective, such as Agile and ITIL®.

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What Is IT Operations Management (ITOM)?

IT Operations Management (ITOM)

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IT Operations Management (ITOM) is becoming increasingly crucial for delivering ever more complex IT operations and service management across multi-national and large organizations.

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What is Demand Management and How Does it Work in IT?

IT Demand Management

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As the pace of innovation accelerates, companies must keep up with the latest trends to remain competitive. This, in turn, places a significant burden on the IT department to manage and maintain the technological infrastructure and to identify and implement new technologies. As a result, IT professionals are under mounting pressure to deliver high-quality services in a timely and cost-effective manner, all while ensuring the security and reliability of critical systems.

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ITIL Checklist: Free Request for Change (RFC) Template

Request for Change (RFC) Template Checklist

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Request for Change Definition: What is an RFC?

In IT Service Management (ITSM), and according to ITIL® practices, a Request for Change (RFC) is a formal, budgeted request to implement changes.

In most cases, an RFC is outside of any standard, minor-level changes. RFCs are part of the Information Technology Infrastructure Library (ITIL) Change Management processes, as defined in previous iterations of the ITIL framework and the current one, ITIL v4.

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Remediation Planning: How a Backout Plan Differs from a Rollback Plan in IT

Backout vs Rollback Plan

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Change Management is a constant for ITIL and ITSM. Changes are often necessary, whether software or hardware roll-outs or systems upgrades. Regrettably, as every IT professional and team leader knows, mistakes can happen.

Not every change management plan goes smoothly, and when you hit bumps in the road, you need control of the complete end-to-end process. Part of ensuring you have that control is to have contingencies in place for rolling back some of the changes that have been made.

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Intelligent Swarming Support Model: Getting the Job Done Through "Controlled Chaos"

IT Support Swarming

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The best IT services look for ways teams can work more effectively and efficiently to resolve issues and improve customer satisfaction. This can often include collaboration among IT specialists, including the service desk, technical support, and development teams. Leveraging their collective knowledge and skills can lead to faster and more effective ticket resolution. One such support methodology is called Intelligent Swarming.

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What SLA Metrics Are Worth Watching? 8 Key Metrics for Measuring Service Level Agreement Performance

Measure SLA Performance

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Every IT and ITSM (IT Service Management) leader must closely monitor Service Level Agreement (SLA) performance metrics.

SLA metrics are a measurable way of demonstrating that your team or department is hitting or missing key performance indicators (KPIs) within an SLA.

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