Operations | Monitoring | ITSM | DevOps | Cloud

Enterprise service management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization. This will typically include not only using the same processes or practices used in ITSM, but also the same technology (for example, tools such as a Service Desk) as a means of work enablement. As a starting point for better understanding of what ESM is, there’s a need to first understand what ITSM is...

It’s no secret that you’ll need a solid product and a good sales and marketing team for your company to expand. However, to maintain this growth, one must stay ahead of the game in this constantly evolving industry. In SaaS and B2B worlds, Customer Success is the avant-garde and for all the right reasons. Customer Success is evaluated by adjusting one’s business to evolving customer expectations, social trends, and economic realities.

As the pandemic pushed businesses online overnight, companies quickly scaled automation and self-service technology like chatbots and knowledge based FAQs to deflect and resolve employee support issues. However, IT teams have a big opportunity to go beyond resolving tech requests and make it a delightful exchange that deepens relationships across the business.

Hardware asset management (HAM), IT asset management(ITAM), and software asset management (SAM) are all closely related fields that deal with the maintenance of IT assets in an enterprise. Asset management is managing and tracking the lifecycle of all your enterprise’s assets, from physical to digital. They ensure your enterprise has full visibility into its assets to make informed decisions about what it needs to do with them.

Learn how one Financial Institution stopped a flood of recurring IT tickets in its tracks with an automated 1-click fix When an L1 agent faces a mounting pile of IT tickets, it is hard to be anything but reactive. They need to resolve the issue as fast as possible and restore employee productivity. But when it comes to resolving the same IT ticket over and over again, no Service Desk team should have to do that more than once.

If your employees’ collaboration tools are out of date, they are out of luck. As employees continue to work remotely, they, as well as hybrid and in-office employees, heavily rely on digital collaboration tools. Picture it. If all the applications on your device went down, the first ones you would notice would be your digital collaboration tools. So, if they crash, employees will be impacted almost instantly.

If the Service Desk sees IT tickets pile up around a particular application, their first thought will be to identify and troubleshoot a recent issue or bug. However, employee frustrations aren’t always from technical failures and those tickets can be much harder to diagnose and resolve.

How do you measure the success of your IT service delivery if you’re not closely monitoring the numbers that dictate the efficiency and effectiveness of an organization’s service delivery? As IT leaders, you need to measure the performance of service desk processes by tracking critical ITSM metrics to understand the impact on overall business goals. Many IT service management (ITSM) metrics can give you a clear picture of where you stand on the IT service delivery podium.

There are several types of maintenance used by organizations, some of them are proactive and some are reactive in nature. However, several organizations do not know which type of maintenance will be suitable for their business. In this blog, we will learn about corrective maintenance and the objectives of corrective maintenance. Will this maintenance be good for your business? So, without wasting any time let us begin!