Operations | Monitoring | ITSM | DevOps | Cloud

May 2022

Top 7 ITSM tools to help deliver a delightful support experience

If your company has more than a few employees, and if even one of you is the designated “IT guy,” you’re already applying ITSM in a small way. But as your company expands, you need to bring in more mature processes to derive the most benefits from your ITSM investment. Therefore, effective IT sinervice management has become vital to guarantee long-term success.

Why is customer success so important for all of the organization's teams?

Success is what every business envisions. Yet, this journey definitely isn’t linear or straightforward. As a company looking for success, you probably focus on marketing your product and closing as many sales as possible. But what do you do after that? Does your journey end there? Engaging with customers does not end with the sale. Assuring customers benefit from your product and collaborating with them to provide the greatest possible service is a long-term commitment.

Benefits of Using IT Service Management Tools for Your Business

The IT department plays a significant role in determining the long-term success of any business organisation. It needs to boost performance, manage risk, and anticipate issues, all while controlling expenditures for software, hardware, and cloud solutions. IT service management is the best way to achieve all these goals and enhance competitiveness in today’s ever-evolving market. How do the organisations keep track of their IT service management systems and processes?

How Can ITSM Integration Help Your Business Right Now?

Integrating your ITSM platform with other third-party apps to sync with one another, sharing data or events that occur in one of them, is called ITSM Integration. By implementing the ITSM strategies, many businesses have realized the need to connect it with other applications and data sources such as HR, customer service, security, and IT. ITSM integration is essential to getting the best out of a potentially complex and disjointed service strategy.

What is the difference between ITSM and ITOM? And how can you use their collaboration to your advantage?

Imagine sitting at a service desk, and your prime responsibility objective is to resolve an incident as quickly and efficiently as possible and retain the customer. But, if you’re running into unavoidable technical issues causing frustration to customers or clients, it’s time to invest in the right tools. That’s where ITSM and ITOM come in, and these play an essential role in the organization’s growth and agility.

How may Infraon assist your company with an effective ITSM integration?

Information Technology Service Management (ITSM) is a set of processes or procedures to provide the best practices to align the IT services with current business needs. These strategies are designed to address and optimize incidents or problems in the organization. ITSM integration connects the ITSM software with other 3rd party applications using Application Programming Interfaces (APIs).

Why is it so important for MSPs to have zero trust in the digital age?

The pandemic may have accelerated the need for enterprises of all sizes to move towards digital transformation, but the need for cyber security has existed since before. However, with new actors or hackers, malicious software has also evolved and expanded the cyber threats to a larger attack surface. While enterprises need robust digital solutions, implementing them may make your enterprise more vulnerable to security threats.

ITSM: Key Features and Modules

ITSM refers to IT Service Management, which simply encapsulates the activity performed by an organisation to maintain sustainable information technology infrastructure. It is designed to streamline IT services workflow and thus, increase productivity. Furthermore, it includes the set of IT policies, processes, and practices to pull it together in order to align the IT services with the business needs and objectives.

Is the age-old quote "The Customer is King" still applicable? Treat them as a professional friend instead.

Have we often heard phrases like ‘The Customer is King’ and ‘The Customer is Always Right? These phrases have undoubtedly been around for a while but are they still pertinent in this dynamic sales and marketing environment? When you refer to your customers as kings, you inherently place them on a pedestal, a place of high regard. And more often than not, this can cause issues. As yourself, would you be able to relate to a king or a friend?

Looking to invest in an asset monitoring solution? Here are 7 niche solutions you should check out.

As businesses grow, the support teams often struggle to keep up with increasing workloads. There is often more than one issue, service request, or customer query that needs resolving, and the staff can be under-equipped to attend to them in real-time. Hence, it is vital to ensure that your IT support staff should be able to maintain high levels of productivity, swiftly address customer demands, and efficiently manage all incoming support requests.

Are you an Internet Service Provider? Here are 7 Must-Have Features to Look For in Your Network Monitoring Software

With the covid-19 pandemic, the demand for broadband communication services has soared and experienced a 60% increase in internet traffic compared to before the crisis However, with prolonged times spent at our homes during the lockdown, continuous network connectivity has become the need of the hour for the entire world.

Would you like to build a Customer Success team? Here's all you need to know about it.

Chances are you have a marketing team to draw in new sales, a content team to put out interesting content, and a sales team to close new customers. But do you have a team to ensure that your customers are happy? After all, happy and loyal customers make a successful business. And this is why you need a Customer Success team.

Looking to invest in an asset monitoring solution? Here are 7 niche solutions you should check out.

Before the pandemic, assets were managed through a spreadsheet or a register and were managed manually by the Asset Manager/IT Agent (in some cases). When the pandemic forced people to work out of their homes, assets management became complex. Manual allocation of assets, monitoring software licenses and upgrades, and keeping track of assets were tedious. It became impossible to manage remote assets without using an asset management solution.

A killer guide to understanding what to expect from your MSP partner

With the constant shifts in the IT landscape, your IT teams must remain agile and adaptable. While it can be incredibly beneficial for a large organization to have in-house IT talent who can manage your IT infrastructure, many are unaware of how difficult it is to maintain that expertise. Whenever you’re responsible for minimizing the downtime of your business-critical services, you need to consider whether your in-house IT resources are up to the job.

Is customer success the responsibility of a single team or the whole organization??

Let’s admit it, we all know that it’s a customer’s world. Today, everything is available to customers at the click of a button. Can you believe that there was once a time when there was just one service provider? Now, as many players have entered the market, it’s no longer sufficient to provide a single service. And if you don’t keep up with your customer’s needs, they’ll just move on to the next company.

Can your IT Infrastructure be the cause of the low efficiency of your IT Operations?

IT infrastructure was often thought of as the support system of organizations. Before 2020, most IT-related investments were planned to keep up with the competitors or technology. However, these plans were executed only if the yearly budget allowed it. Covid-19 was an eye-opener for such organizations. The pandemic made businesses realize that IT was no more a support system. It was holding up the business and, in some cases, saved them from going out of business.