ITSM Trends 2021 and Beyond: The Future of IT Service Management
In this legacy article we look at ITSM trends that were prevalent in 2021. As IT service management (ITSM) embraces new technologies, many organisations still lack the high-level capabilities needed to match their ambitions. In response, Freshworks partnered… read more
IT Service Catalogue: Maximising Business Value with IT Service Management
A Service Catalogue is a crucial resource that provides businesses with access to all the products and services offered by IT and other departments. It serves as the central point for defining what services the IT department provides,… read more
How to choose an ITSM toolset
Choosing the right IT Service Management (ITSM) tool is one of the most important decisions you’ll make as a service desk or IT manager. Whether you’re in the process of selecting one now or planning for the future,… read more
DevOps: The Full Stack Approach
Organisations striving for innovation and competitiveness must continuously deliver high-quality value rapidly and cost-effectively. This need drove the demand for IT service automation, but a significant challenge stood in the way: the traditional disconnect between development and operations…. read more
Service Catalogue Perspective: Know what you want
A Service Catalogue can be an incredibly useful tool that helps raise the level of understanding between business and IT to a new level.
ITIL® 4 and IT Asset Management
Managing IT assets is crucial for operational success, as they represent a significant investment in today’s organisations. IT asset management (ITAM) involves not just procurement but also control, protection, and risk management, especially as more assets are used… read more
IT Service Management Guide for Remote Workforce Enablement
How can IT keep up with increased user demands and call volumes, while proactively laying the groundwork for success in this new paradigm of remote work?
Guide to Service Desk KPIs and Metrics
Your service desk KPIs and metrics are essential in achieving not only your own IT team’s goals, but also the business outcomes your team is responsible for delivering. Yet many IT teams (possibly yours included) struggle to develop… read more
Nine Considerations for Licensing a New ITSM Solution
In a crowded market of IT service management solutions, it can be easy to find a potential solution that meets your feature and functional requirements. Conversely, it can be difficult to calculate and understand the hard and soft… read more
Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more