The Future of Automation in ITSM

As an employer, chances are you’ll have invested time, effort, and money into recruiting a talented Information Technology (IT) department. The last thing you probably want is to waste your world-class team on tedious busy work. Thankfully, IT Service Management (ITSM) automation promises to scrub those mundane tasks from your IT staff’s to-do list. With…

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5 Tips for Running a User-Friendly IT Service Desk

One of the biggest challenges of running an IT service desk is ensuring it remains user-friendly. Dealing with user requests is one of the most important responsibilities of a service desk, and if your employees can’t keep customers happy, it can spell problems for the business. Reaching out with support requests often begins as a…

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5 Tools to Track Software Licenses

Software assets are a fundamental part of organizational IT, and effectively managing these assets is critical to achieving operational excellence. Accordingly, organizations employ software asset management practices as a part of their IT asset management strategy. One of the fundamental parts of software asset management is software license management (SLM). A key challenge in SLM…

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Four Essential Ticketing Software Features

Ticketing software is a cornerstone of technology maintenance. Tracking and solving problems quickly keeps your day-to-day operations running smoothly. However, you have many options when it comes to choosing a program to support you. Knowing which to choose can be tough. Fortunately, there’s a way to narrow your options. There are a few major ticketing…

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What Is the Ticketing Process?

As businesses grow and expand their technology usage, technical support requires the utmost attention. Handling an increasing number of IT service requests while improving customer satisfaction, minimizing resolution times, and optimizing operational costs can be overwhelming for organizations. Organizations need a mechanism to help manage service and IT support problems without letting anything fall through…

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5 Help Desk Software Solutions for E-Commerce

Fast, smooth, and personalized customer service is a requirement for online businesses to grow and deliver a superior customer experience. Retailers must excel in all aspects of e-commerce support services to assist customers throughout the buying cycle while building great relationships with them. It’s imperative to transform the e-commerce help desk to improve customer support…

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5 Essential Help Desk Features

Successful businesses consider customer satisfaction as their backbone since it positively impacts their bottom line. It’s become indispensable for companies to boost customer satisfaction, and an efficient help desk is undoubtedly the first step in that direction. A help desk is a crucial part of modern enterprises to resolve requests, issues, or offer technical support…

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Best Six IT Monitoring Tools

Monitoring your IT systems is key to ensuring they remain operational and can support business functions effectively. Without an established monitoring process, troubleshooting issues will likely be messy, complicated, and reactive rather than proactive. That’s why IT monitoring software is so crucial to the health of your IT infrastructure and the success of your business….

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What Is CMDB?

Organizations establish configuration management practices to update, manage, and patch IT systems consistently and document changes. This helps maintain the desired quality of IT service delivery and eliminate inconsistencies or stop undocumented changes from impacting service operations. A Configuration Management Database (CMDB) tracks configuration items (CIs) and maps relationships or dependencies between them. CIs include…

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What is RMM and why do IT service providers use it?

RMM software (remote monitoring and management) is leveraged by an increasing number of managed services providers (MSPs) and other IT businesses across the globe. These tools are versatile and are able to support the vast majority of, if not all, technical requirements. This article will address what RMM software is, what its key functions are,…

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