ITSM

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…

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…

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…

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…

Managing multiple information systems simultaneously without the advantage of seamless integration can be a risk. Disjointed systems and processes within your IT organization lead to workflow disruptions, communication snags, and the potential for human error. Vendor management tools enhance efficiency, stability, and security by integrating contract management, procurement tools, purchasing processes, and more, into one…

Your Information Technology (IT) ticketing system manages requests. However, merely having help desk software doesn’t guarantee efficiency, quick resolutions, or satisfied customers. With a constant stream of incidents and a backlog of service requests to manage, it’s essential to know how to get the most out of your help desk. Fortunately, there are some useful…

Using service desk software can help you significantly enhance your team’s workflow. However, to maximize the value derived from an IT service management (ITSM) solution, it’s important to know which service desk metrics and Key Performance Indicators (KPIs) to track. There are a handful of essential metrics you can analyze to boost accountability, increase productivity,…

Modern organizations rely on IT to fulfill most of their obligations. Regardless of what type of business you run, you likely use a range of software and hardware to serve your customers. As such, having procedures in place to procure those IT tools becomes critical. IT procurement tools should aid you in purchasing the services…

Employee Self-Service (ESS) portals provide collections of tools that help your service desk deal with requests more efficiently. Without an ESS portal, your agents may have to start from zero with each new request, which can cause slower resolution times. ESS portals should include a knowledge base, which can be used both by agents and…

Every IT department, on some scale, faces the challenge of managing hardware. To get the best out of a dedicated hardware inventory tool, you’ll want to choose one that can help you reduce errors, expedite ticket processing, and more. You’ll want to factor in what software is best designed for your business, compatible with your…