How to Identify the Best Digital Asset Management Platforms (DAM Software)
Digital assets play such an essential role in the functioning of businesses, organizations, and governments worldwide. Think about everything you manage during your day-to-day working life. How much of what you're working with is digital or physical?
Chances are, most "assets" you work with, whether emails, documents, spreadsheets, software, and other files, are digital. Hence the importance of Digital Asset Management (DAM).
Free Template: Request For Change (RFC) ITIL Checklist
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.
Remediation Planning: How a Backout Plan Differs from a Rollback Plan in IT
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.
IT Swarming: Getting the Job Done Through "Controlled Chaos"
In the world of IT service, swarming is a fancy way of saying "let's get the right people together to fix this issue." Intelligent Swarming, as it is sometimes called, is a customer service strategy that involves a collaborative effort among support agents and experts from different teams within an organization to solve complex service cases or major incidents. The idea behind the swarm theory is that when people work together in real-time, they can share their knowledge and ideas more effectively, which can help them solve the problem faster than if each person were working on their own. Think of it like a brainstorming session, but with a specific goal and a sense of urgency.
What SLA Metrics Are Worth Watching? 8 Key Metrics for Measuring Service Level Agreement Performance
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.
What Is Shadow IT Policy and Its Worth to Your Organization?
In most organizations, there's an extensive "shadow IT" network, also known as a shadow IT system.
In every mid-size and large organization, there's usually an extensive interconnected network of approved software solutions and systems. In some cases, these software or hardware solutions are proprietary and have been developed exclusively for that organization.
However, since the turn of the century, there has been rapid proliferation of cloud-based software, hardware, apps, and other systems that organizations are now using. Businesses are often spending anywhere from tens to hundreds of thousands of dollars annually on software, hardware, and IT vendors and IT Service Management (ITSM) partners.
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:
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