5 Ways to Automate Your IT Workflows and Boost Efficiency
Are you investing in IT automation yet? For most organizations today, the answer is ‘yes’. According to the 2024 Global State of IT Automation Report by Stonebranch, 86% of surveyed companies said they plan to grow their automation program in the coming year. IT departments are under constant pressure to manage an increasing number of […]
How IT Managers Can Become Business Leaders
According to research by CompTIA, the technology sector is responsible for economic growth in the US, more than any other profession besides healthcare. A smooth, efficient IT ecosystem is a critical part of running a business. Without a solid IT manager at the helm, a company simply cannot function properly, succeed, or grow. And everyone […]
Service Level Management Explained: Basics and Best Practices (2024)
According to The Global IT Experience Benchmark, 80% of employees believe that lost productivity is caused by just 12.6% of IT tickets. This highlights an ongoing challenge in IT service management: the gap between the performance of IT service teams, and the perception of IT service among the customer base. Successful ITSM means that your […]
Gold! How IT Managers Can Be Like Olympic Athletes and Win at ITSM
Becoming Michael Phelps or Jenny Thompson takes more than athletic genes. It demands intense dedication, physical conditioning, and mental strength. An Olympic swimmer at the top of their game has been through years of rigorous training, daily drills, and tests of endurance. While only the tiniest number of people make it to the top leagues […]
What is an IT Ticketing System?
Did you know the average monthly volume of IT tickets across all industries is 0.54 per user? In a company with 1000 employees, that amounts to 540 tickets a month, or 27 per business day! In hi-tech, the numbers are much higher: 1.38 tickets per user per month, or 69 tickets per day for a […]
The Top 5 KPIs for Help Desk Managers
If you’re a Help Desk Manager on the hunt for metrics to drive your team’s performance, you’ve come to the right place. This blog will delve into the top five IT help desk metrics, as outlined in the 2023 HDI research report. These key performance indicators (KPIs) can be invaluable for enhancing your Help Desk […]
Unlocking ChatGPT’s Potential in IT Service Management
In today’s AI-driven landscape, ChatGPT has taken center stage, sparking discussions about its impact on jobs, its pros, cons, and the potential risks of unregulated AI. While debates abound, one cannot overlook the myriad opportunities ChatGPT offers in IT Service Management (ITSM). This blog aims to demystify ChatGPT, shedding light on how it works and […]
Why ITIL 4’s Organizational Change Management Practice is So Important
Organizational change management (OCM) is a Human Resources (HR) thing, right? For many organizations, it might be, which is why they, and many others without OCM capabilities, struggle with technology-related change. The issue is that there’s rarely anything that’s only technology-based change because the new or changed technology affects ways of working, involving people. So, […]
How is Your ITSM Maturity?
IT service management (ITSM) maturity assessments are interesting tools. Used wisely, they can be powerful drivers of change. However, this requires an appreciation of their true purpose and a commitment to make maturity assessments part of your organization’s continuous improvement approach. Ultimately, maturity models and assessments should be about improvement, focusing not on where […]
What ITSM Practitioners Need to Know About Project Management
Something easily missed in the list of the 34 ITIL 4 management practices is the ITIL 4 project management practice guide, which contains a wealth of project management best practices. The quality of this guidance is reinforced by the fact that ITIL’s owners, Axelos, are also responsible for the globally-recognized PRINCE2 body of project management […]