Running IT Like a Business with IT Financial Management (ITFM)

Running IT Like a Business with IT Financial Management

June 29 , 2017 By Justin Roux

You might have heard the phrase “running IT as a business” many times before, but I want to start this blog with a small – but very important – distinction. IT shouldn’t talk of being “run as a business,” as this can only accentuate the “IT is separate to the business” suboptimality that has long been associated with the talk of, and decisions around, IT-business alignment. It might be a... [Read More]

EMA ITSM Research Report

Unexpected Results from EMA’s Latest ITSM Research

June 26 , 2017 By Katie McKenna

ITSM and many of the methodologies associated with it have been around for quite some time now. With the fast pace of the IT industry and all the new, shiny tech coming to market every day, ITSM is too often considered an area lacking in innovation and impact on the business. That’s what makes the findings from EMA’s recent survey so surprising! According to the research, ITSM is a “hub... [Read More]

ITIL Myhs eBook

Ultimate Guide: 10 Common ITIL Myths…Busted!

June 23 , 2017 By Katie McKenna

Let’s face it: If implementing ITIL was easy, everyone’s processes would be cranking perfectly and there would be no need for certifications and consultants. The thing that makes ITIL challenging is that you need to apply it to your organization’s individual environment, needs and culture. Additionally, there’s a lot of false information out there that will only make ITIL implementation more difficult. What do you do when you’re not sure... [Read More]

Self-service ITSM

3 Reasons IT Needs to Improve Its Self-Service User Experience

June 21 , 2017 By Stephen Mann

Self-service for IT issues and information/service requests has long been sold as the “magic bullet” solution to many of the average corporate IT department’s woes. It might have started off, at the dawn of the decade, as “You need a service catalog (or service request catalog)!” statements but, once people realized that a service request catalog is only one part of providing better end-user access and communication channels, self-service then... [Read More]

EasyVista Knowesia Acquisition

EasyVista to Acquire Knowesia: 4 Reasons Why It Was the Right Move

June 16 , 2017 By Justin Roux

Today we announced that EasyVista is in the process of acquiring Knowesia, a self-help modeling and guided support software company.  We’re excited to make this announcement and to solidify our commitment to intelligent self-service for the enterprise. At EasyVista, we truly believe that Knowledge Management represents the foundation in which the future of ITSM will be built on. The goals of the enterprise are quickly shifting from “what can an... [Read More]

ITSM Customer Success

6 Ways Your ITSM Vendor’s Customer Success Team Can Help You Deliver Superior Customer Experiences

June 14 , 2017 By Sherry Rice

There’s a common misconception when it comes to working with customer success teams that the customers who are constantly calling are the ones having the most problems managing their ITSM solution. As a Customer Success Manager, I’m here to tell you that way of thinking could not be farther from the truth! It’s my job to proactively gain visibility into our customers’ needs and make sure they realize the maximum... [Read More]