What is a Self-Service Portal?
What is a Self-Service Portal? Self-service is transforming the way organizations handle IT Service Management (ITSM) issues – increasing both IT efficiency and customer satisfaction. The main purpose of a self-service portal is to be an interface between the customer and the service provider. It’s filled with information and tools that provide customers with the ability to solve issues on their own, likely leading […]
What to Look for When Shopping for a New ESM Tool
As an IT leader, your role isn’t just about maintaining the status quo—it’s about driving innovation and transformation. Investing in a new Enterprise Service Management (ESM) tool can be a critical step towards achieving this goal. But it’s not a decision to be taken lightly. With the right ESM tool in place, you can streamline […]
Going Beyond IT – How to Implement Enterprise Service Management
As more and more companies look to level up their service and project management, many are turning to Enterprise Service Management. While there are numerous benefits to taking an ESM approach to service and projects throughout your organization, moving to ESM can be a large undertaking with a lot of organizational change. And as we […]
3 Non-Negotiable IT Service Management Features
Over the last few years, IT Service Management (ITSM) technology has rapidly evolved to meet the demands of an ever-evolving digital service environment. As a result, many of the features that used to be considered cutting-edge are now standard. To help you identify the vendors and software that can help you take your IT maturity to the […]
ITSM vs ITIL: What’s the Difference?
If your organization wants a better understanding of how it currently provides IT support, it’s important to understand ITIL (Information Technology Service Management vs Information Technology Infrastructure Library) and the role it can play in IT Service Management (ITSM). ITSM describes the entire set of processes an organization uses to manage its IT services for […]
ITIL Knowledge Management and Its Role in ITSM
If you’re part of an IT organization looking to improve service delivery and up your IT Service Management (ITSM) maturity, there’s a good chance you’re looking to implement some ITIL best practices. ITIL stands for Information Technology Infrastructure Library, and describes the processes, procedures, tasks and checklists that can be applied by an organization as part […]
Digitalization Increasing the Demand for Robust ESM Software
With much of the focus on digital transformation initiatives, businesses across industries are investing in Enterprise Service Management (ESM) software to help accelerate digital transformation. According to research recently published by Information Service Group (ISG), in order to meet this demand, ESM providers are modernizing their platforms. “The proliferation of data and demand for new […]
Top 5 Reasons for Switching ITSM Software: Key Customer Viewpoints
Switching software vendors can seem like a daunting endeavor, but sometimes the cost of not changing is too great to ignore. Whether you’ve outgrown your current solution or are using a cumbersome, costly platform with high administrative costs, you may find that switching to a new ITSM tool makes sense. Further, with the advent of no-code software, ITSM […]
Chatbot Frustration: Chat vs Conversational AI
As interest in AI skyrockets, organizations are looking for the best ways to incorporate AI into their businesses and better serve customers and end-users. In IT, one way to bring in AI is through the use of chat for self-service. However, many existing chatbots have left a bad taste as they are too simple and […]
From Vision to Reality: How 2024’s IT Predictions Are Shaping 2025’s Future
In the fast-paced world of IT, staying ahead requires more than just keeping up with trends—it demands anticipating what’s next. For CIOs, 2024 was a pivotal year, with many predicted shifts setting the stage for significant technological and strategic transformations. As look ahead to 2025, it’s clear that some of those early predictions from 2024 […]