Step into the nerve center of IT service management (ITSM): root cause analysis (RCA). This isn’t just another process—it’s the key to unlocking effective and efficient IT service. As an IT professional, this is where your expertise comes to the forefront. Let’s dive into the mechanics.
The adoption of cloud computing has seen a constant rise. Research estimates that the cloud has the potential to add USD 1 trillion of Economic Value by 2030. With this increase in cloud adoption, the need to scale faster in a more complex cloud ecosystem seems like the fate of every organization. For IT teams, the challenge is not any different! In a world where our needs can be fulfilled virtually from the comfort of our couches, Gone are the days of long wait times and doing something manually.
Visibility is often cited as a critical or the first step for any cloud cost journey. But what exactly does everyone mean by visibility, and why is it so important? As organizations move to the cloud, they turn to cloud providers like Amazon Web services (AWS), Microsoft Azure, VMware, and Google Cloud platforms to keep track of the sheer volumes of resources involved in their cloud infrastructure. Here’s the rub – What you see is what you control!
Do you know what keeps Cloud Administrators up at night? Yes, you guessed it right. Cloud bills!!! These unpredictable cloud bills. With the recent allure of the “pay-per-use” model of the public cloud, organizations over-use and over-spend on cloud resources. Especially with this unrestrained freedom to create new instances on the go, mitigating cloud costs is a daunting task, even for the early and heavy adopters of public clouds.
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By Anusha Jha
Delight happens when you get what you want – and then a little more. Like rainbow sprinkles on vanilla ice-cream. Or fresh popcorn at the movies. Or uninterrupted services driven by happy ITOps teams.
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By Suganya Manivannan
This Christmas, kids all over the world were busy writing their letters to Santa with their Christmas gift wishlist Well, we don’t know if Santa gives gifts to IT teams but if he did, here’s the wishlist we’re sending to the North Pole!
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By Simran Achpal
The ITIL definition of an incident is “an unplanned interruption to or a quality reduction of an IT service”. In your IT ecosystem, an incident may be caused due to a malfunctioning asset, or a network failure. Common incidents include issues with the printer, Wi-Fi connectivity, application locks, email service, laptop, file sharing, unresponsive servers, or even authentication errors.
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By Simran Achpal
Behind the scenes, nearly every major web service has an API—an “Application Programming Interface”. APIs are bits of code that allow applications to pass data/information back and forth using a system of requests and responses. From booking your flight ticket to checking the weather forecast on your phone, APIs are everywhere.
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By Simran Achpal
The ITIL definition of an incident is “an unplanned interruption to or a reduction in quality of an IT Service or unavailability of the service”. An incident could be caused by an asset that is not functioning properly or a network failure, or a human error.
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By Simran Achpal
What is problem management? In ITSM terms, an incident is a single unplanned interruption or reduction of the quality of an IT service. A problem, on the other hand, is a larger issue. ITIL™ defines a problem as “a cause or potential cause of one or more incidents.” Problem management entails the set of processes and activities responsible for managing the lifecycle of all problems that could happen in an IT service.
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By Freshservice
Efficient collaboration is key to efficient incident remediation. Learn how to empower your agents using popular integrations such as Microsoft Teams and Zoom Meetings within Freshservice.
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By Freshservice
Create customized reports on service items and analyze trends in service requests easily through Freshservice Analytics. Freshservice Analytics, saves time by drafting reports from scratch to get a complete overview of your service desk performance. Deep-dive quickly and easily using a quick filter in widgets.
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By Freshservice
Choosing an ITOM solution for your organization can be quite challenging. Unlike ITSM tools, which are built using best practice frameworks like ITIL as a reference, ITOM tools feature a variety of capabilities including: With so many features available, it can get confusing on what features to have and what to leave behind. To make that process simpler, here are some must-dos while selecting an ITOM solution.
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By Freshservice
In the modern enterprise, the terms IT service management (ITSM) and IT operations management (ITOM) are often used interchangeably. While they are both similar by nature, they have important differences as well. ITSM is focused on the development, delivery, and management of IT services. ITOM is more about the management of the processes that enable and govern those services. Effective ITOM seeks to optimize operational processes to achieve outcomes and meet or exceed metrics deemed important to the business.
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By Freshservice
As a modern organization scales, so does its software landscape. Automations that span multiple tools can become complex. Invoke actions in third-party apps right from Freshservice with the help of the Orchestration Center.
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By Freshservice
AIOps is about more than just IT operations: It encompasses DevOps, IT service management (ITSM), incident management, observability, support, security, and KPIs/priorities from business stakeholders. It’s about providing actionable insights into IT operations data—whether it is hybrid, cloud-based, or private data center–based. In this video, Stephen Mann sheds light on the concept of AIOps, what are its applications, and dives deep into how artificial intelligence can be leveraged to improve IT operations in your organization.
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By Freshservice
Discover key metrics to benchmark your IT team’s performance and gain insights on IT service desk excellence across employee experience, agent productivity, service desk efficiency, and scalability.
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By Freshservice
In this video, Stephen Mann talks about the relationship between IT operations management and DevOps, and what enterprises need based on their requirements. He also discusses how ITOM and DevOps help each other, and how the DevOps approach extends beyond the "application development to deployment" process.
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By Freshservice
In this IT Operations Management (ITOM) tutorial, Stephen Mann defines ITOM, breaks down ITOM concepts, why it's needed, how it stacks against ITSM, and what it offers to organizations. This is the first video in a 5-part series on IT Operations Management. Subscribe to our channel and stay tuned for a new ITOM episode every week.
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By Freshservice
Description: Challenges organizations face in setting up enterprise service management and the types of solutions required to address them. Speakers: William McKeon-White, Analyst, Forrester Research, Nirmal Krishnamoorthy, Senior Manager - Product Marketing, Freshworks Duration: 28 mins
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By Freshservice
This is a sneak-peek of all the things that are in store for you in this guide. By the end of this guide, you should have answers to these questions: What is an online helpdesk and why do I need one? What kind of online helpdesk is best for my business? ITSM or customer support? Hosted or on-premise? How do I put together a feature list? What if I have no idea what I need?
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By Freshservice
In this whitepaper, we discuss, for those businesses, the advantages a helpdesk has over email and lay out just how easy it can be to win customer love.
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By Freshservice
The key to winning in today's 'Age of the Customer' centres on the staging of hyper-personalized, meaningful experiences throughout the entire omnichannel customer journey. To achieve this requires an integrated customer-excellence vision that bridges the divide between the physical and digital worlds.
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By Freshservice
To the outside world, customer service agents are the face of any business. They influence how people perceive brands and are directly responsible for the retention and churn rates for any organisation. This is not an easy responsibility to shoulder, especially if you're new to the industry.
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By Freshservice
When 76% of consumers say they view customer service as the true test of how much a company values them, you have to make sure that your strategy, and tool, are top notch. Here's a collection of best practices, drawn from our conversations with customers, to help you improve your agents' productivity and win customer love.
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Freshservice is an easy to use IT Service Management tool packed with powerful automations and built for modern users.
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Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California and global offices in India, UK, Australia, and Germany. The company's cloud-based suite of SaaS products is widely used by over 150,000 customers around the world including Honda, Bridgestone, Hugo Boss, University of Pennsylvania, Toshiba and Cisco.