According to the latest report on ITSM in 2021 and beyond, when asked what main area their service desk would be focusing on in 2021, the largest proportion of respondents specified they will be focusing on automation of processes, tasks, and ticket handling. Some of the biggest trends are around Chatbots and Virtual Agents, as specified by 44% of respondents, and self-service, as specified by 42% of respondents.
Customer preferences are constantly evolving, just as much as technology. This can have a significant impact on your business and its internal operations. Such fast-paced evolution demands an equally fast change management function. Organizations that focus just on the mechanics of change management but ignore the principles and intended outcomes are likely to make mistakes. But you can avoid these mistakes through intelligent design and application of change management.
Customer preferences are constantly evolving, just as much as technology. This can have a significant impact on your business and its internal operations. Such fast-paced evolution demands an equally fast change management function. Organizations that focus just on the mechanics of change management but ignore the principles and intended outcomes are likely to make mistakes. But you can avoid these mistakes through intelligent design and application of change management.
As we enter spring 2021, transformational changes continue to impact ITSM. While IT service management embraces these new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the Service Desk Institute (SDI) to produce a report that determines how IT professionals feel about these new advances.
People are an organisation’s greatest asset. They are also the key to an organisation’s productivity, profitability and reputation. If the well-being of employees is neglected, the whole business is adversely affected. Fortunately, business owners and leaders are beginning to take employee well-being very seriously, particularly in the high-pressure world of ITSM.
It is no secret that the failure rate of IT projects is the biggest worry for project managers. Add to this the impact of the current pandemic. A cursory Google search will present you with reports from Gartner, Statista and many others detailing how the spending in Global IT is projected to go down in 2020 (We still don’t have complete figures for all the financial quarters in 2020) compared to 2019. This is despite the availability of vaccines and the growing number of vaccinated population.
Is your company losing out to your competition because your workforce is unable to be productive? Do your employees lack the right tools and IT support that they need to do their jobs?Is your IT team struggling to meet the pouring demands of your employee IT issues? Are your employees feeling frustrated waiting for their IT issues to be resolved?
IT teams across the digital world are currently facing their biggest test yet. Ensuring that things are running smoothly when employees are working from home. And they’re doing a very good job at it. But, there’s always room for improvement right? If you’ve ever been a part of an IT team, you know the pain of jumping between multiple software tools, the effects of a broken down collaboration system and the struggle for visibility amongst team members.
Remote team management has always been different for team managers and leaders. Not just challenging, but different. Not having the luxury to rub shoulders often and not having the liberty to have the entire team under one roof has compelled leaders to acquire new and innovative approaches to remote leadership. And while leadership styles and management approaches are ever-evolving, there are some core principles of effective remote team management that team leaders can stick to.
Ivanti’s recent acquisition of Cherwell surprised the ITSM industry, and stirred up more questions rather than answers. These two legacy giants have competing ITSM platforms with overlapping offerings. How will the two converge? Which roadmap will they follow? What will happen to the customer experience? Uncertainty in the future of your IT investment brings about doubt and anxiety.
