Previous versions of eG Enterprise limited the eG Manager integration to a single ITSM system such as ServiceNow ITSM, Autotask, JIRA or others. This limitation was particularly cumbersome for SaaS and MSP (Managed Service Provider) deployments where each tenant/customer may have had their own preferred ITSM system. Our latest release lifts this restriction. ITSM integration can now be done for a specific Organization, Organizational Unit, or even User.

In today’s technology-dependent world, businesses must keep their IT infrastructure running smoothly. However, resolving IT tickets can be time-consuming and costly and can significantly impact end-user productivity. This article will discuss how businesses can reduce IT tickets without impacting end-user productivity. We’ll explore how IT departments can leverage technology, enhance processes, and optimize resources in order to maximize efficiency and minimize IT tickets.

As technology in business continues to evolve, IT costs can quickly add up. Companies may be looking for ways to reduce IT costs while maintaining a high customer service level. This article will discuss the potential benefits of lowering IT costs without increasing incidents and escalations. We will explore strategies to reduce IT costs, improve customer service, and increase employee productivity.

The economy’s mixed messages—slow growth and high inflation, combined with resilient employment and consumer demand—are spurring business leaders to focus on ways to boost productivity, drive growth, retain customers, and remain competitive. A 2023 survey of 1,000 C-suite executives by ServiceNow and ThoughtLab found digital activities continue to be a key element of their strategic plans. This is especially true for companies that have prioritized digital innovation in the past.

ITSM and ITOM are two of the most critical concepts to understand when it comes to managing an IT department. Although both are related to IT management, there are key differences and similarities between the two that must be understood to maximize efficiency and ensure customer service. In this article, we will explain the key differences and similarities between ITSM and ITOM and how they should be used in tandem to ensure successful IT management.

The modern business landscape relies heavily on technology, and an efficient IT service desk is essential for keeping an organization’s operations running smoothly. Unfortunately, IT service desks can often become overwhelmed with requests and unable to deliver the quality of service needed. It can lead to frustrated end-users, lost productivity, and decreased customer satisfaction. Fortunately, there are several steps organizations can take to help their IT service desks get back on track.

The importance of reducing IT costs cannot be overstated. IT costs can make the difference between success and failure in today’s increasingly competitive business environment. The cost of IT can represent a significant portion of a business’s budget, and reducing these costs can positively impact the company’s bottom line and overall efficiency. This article will discuss the importance of reducing IT costs and provide some of the most effective ways to reduce IT costs.

Incident response is a critical component of every comprehensive security program. Knowing how to respond appropriately to security incidents is essential for any organization. This article will discuss the six phases of incident response and how they can help organizations better protect their networks and data from security threats. Each phase of the incident response process will be outlined, discussing the purpose of each step and the best practices for implementation.