All IT support teams know that problem management is used to identify the root causes which help to permanently resolve recurring incidents and follows specific steps like: However, problem management still remains an underrated, underutilized process which is mostly used together with incident or change management process. Problem management, out of all the ITSM processes has one of the lowest adoption rates.

‍Customer support drives long-term relationships that can be the primary source of profit for your business. However, a customer support process that is slow or does not make itself as accessible as it needs to be can drive customers away. As such, we're going to look at 15 ways to streamline and improve the whole process. The farther that the customer has to go to get the support that they need, the more expensive it becomes for you, and the slower your response will become.

Hey, here’s some exciting news worth sharing near and far. Industry research firm IDC has positioned Ivanti in the Leaders category in its 2020 IDC MarketScape for Worldwide UEM Software report. This follows on the heels of Gartner placing Ivanti as a Leader in the Gartner Magic Quadrant for IT Service Management Tools in October 2020.

Businesses often undermine the significance of delivering superior customer experience — the driving force which influences the decision of over 90% of American consumers. Unless you simplify your customer support mechanism, you may not be able to deliver a superior customer experience. So, you need to evaluate whether your customers getting exactly what they need.

Introduction Many things blur the line between endpoint management and security. Examples? Managing an endpoint. Configuring it. Performing application and software management. And patching the endpoint. The fact is, managing and securing a device is so interrelated that it makes sense for these two functions to come together in a single platform that can accomplish these, and other tasks needed in your IT organization. Here are the seven ways Unified Endpoint Management (UEM) can support security.

IT Asset Management (ITAM) and IT Service Management (ITSM) are critical for any organization that requires IT capabilities to support business objectives. Both technologies provide IT operational support to an organization; however, the purpose and objectives of these technologies are quite different. Let’s explore the differences and similarities between ITAM and ITSM.

At ServiceNow, ITSM is like a favorite sports car we’ve tuned and optimized over the years into a precision machine that can keep pace with the speed of technological and business innovation. But to keep ITSM operating at its full potential requires constant maintenance, modifications, and grit. More recently, we’ve realized that ensuring continued ITSM performance requires automation and developing enterprise solution connections.

Agility within agency information systems is critical in times of rapid change and crisis. Interoperability and transparency are essential to federal agencies’ ability to deliver services which can change to meet fast moving adoption of new business process and policy change.

Mixing your personal and work devices while connected to your home network and accessing the Internet is a risky proposition from a security and privacy standpoint. Why? I frequently monitor my firewall logs. What I observe on my WAN interface are blocked IP addresses sourced from adversarial nation states which makes the hair on the back of my neck stand up.

Networks always start off small and simple, but over time they can become increasingly complex. You start with a small network consisting of a simple Virtual Local Area Network (VLAN) with broad connectivity. However, once your security team get involved and add DMZs, routers, firewalls, etc you will find it hard to keep track of the intricate web you have created to support your business network.