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The latest News and Information on IT Service Management, Service Desk and related technologies.
How to Optimize IT Costs with Tailored End User Personas
Standardization (treating everyone the same) may work for IT, but it does not work for employees. If IT gave each employee the same device and tech stack, what would be the result? Some employees wouldn’t have the tools they need, others would have too many. Every employee would be confused and unsatisfied with their work setup. Not exactly the recipe for a productive enterprise with cost effective IT, is it?
Customer Success vs. Customer Service: Key differences
In today’s highly competitive world of SaaS solutions and B2B services, the phrases “Customer Success” and “Customer Support” are tossed about like cards on a poker table. Both are necessary for a company’s or brand’s success. Customer success and customer support differ in their approach: one is proactive, while the other is reactive. Using these phrases interchangeably might lead to misunderstandings outside and inside your company.
An Introduction to Patch Management
Patch management is the process of acquiring and applying updates to software. This is an essential part of IT Asset Management. A patch manager controls the deployment of updates to operating systems and other applications on the network. In this article we will cover the following topics: If you want to learn the key aspects of patch management and the benefits it brings along to organization, then this is the article for you.
Great customer experience is easier than you think
Lionel Ritchie thinks Sunday morning is easy. Ella Fitzgerald thinks living is easy when it’s summertime. Loving is easy too, according to Rex Orange County. I haven’t heard anyone sing about customer experience just yet (Alexa?). But every time I preorder my Starbucks latte so it’s waiting for me at the store on my way to work, I’m reminded just how important easy is. If easy is the on/off switch for great experience, then speed controls the volume.
S1E5: ServiceDesk Plus On-premises: Introducing new features - Masterclass 2022
In the bonus episode of ManageEngine's Masterclass 2022, we'll check out all the new features and key enhancements released in ServiceDesk Plus in the last 6 months. Learn how features like space management, Asset Replenishment, and Zoho Charts integration can help you enhance your IT service delivery.
S1E5: ServiceDesk Plus Cloud: Introducing new features - Masterclass 2022
In the bonus episode of ManageEngine's Masterclass 2022, we'll check out all the new features and key enhancements released in ServiceDesk Plus Cloud in the last six months. Learn how features like Asset Life Cycle, report widgets, and space management can help you enhance your IT service delivery.
IVANTI SECURITY INSIGHTS: Gartner Security & Risk Management Summit Takeaways
Hello and welcome back to this week’s episode of Ivanti’s Security Insights! Today Chris Goettl and Daniel Spicer go over their takeaways from the recent Gartner Security & Risk Management Summit. Chris is the Vice President of Product Management for Advantage Endpoint Security Products while Daniel is the chief Security Officer here at Ivanti, and together they discuss trends and topics bouncing around in the security world.
Understanding Artificial Intelligence: The Basics of AI
You’ve heard about artificial intelligence everywhere. It’s been represented and discussed in popular media like films and television, as well as in extensive and potentially fearmongering think-pieces saying that its sentience could spell the end of our times. But one thing is for certain: artificial intelligence is very real and — despite what certain sci-fi films might tell you — a really helpful tool for us humans.
Enterprise Service Management: ITSM for the rest of us
Enterprise Service Management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization; Human Resources, Financial Services, Legal, Facilities, etc. This will typically include not only using the same processes or practices used in ITSM, but also the same technology (for example, tools such as InvGate Service Desk) as a means of work enablement.