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]

ITSM Success with Mission Health

Mission Health Improves Vitals with ITIL & EasyVista ITSM

May 24 , 2017 By Katie McKenna

Like any first-rate health system organization, Mission Health is wholly committed to advancing the health and wellness of the people it serves. Sometimes those improvements come in the form of IT enhancements which power the organization’s 10,000+ healthcare workers behind the scenes. “We always remember there’s a patient at the other end of everything we do—and they may be in a life or death situation,” said Justin Meadows, Manager of... [Read More]

ITIL Service Request Management

ITIL Mythbusting: Service Request Management Facts to Keep IT and End Users on Cloud Nine

February 16 , 2017 By Katie McKenna

Can you believe it’s time to investigate our final case? In this closing installment, we’ll focus on the top myths surrounding Service Request Management—a process that if done well can make IT’s job easier while delighting end users. Vawns Murphy, ITIL/ITSM expert and Principle Analyst and Research Director at ITSM.Tools, will again be our guide to shining the light on commonly held ITIL falsehoods. Read on for Service Request Management... [Read More]

ITIL Configuration Management Myths

ITIL Mythbusting: Is Configuration Management too difficult for little gain?

February 3 , 2017 By Katie McKenna

Welcome back to the ITIL Mythbuster series! Configuration Management can be a complicated and mighty feat for any organization. Perhaps that’s why there is so much misinformation swirling around this particular ITIL process. No worries! Vawns Murphy, ITIL/ITSM expert and Principle Analyst and Research Director at ITSM.Tools, is here to debunk the top Configuration Management myths she’s encountered during her 15+ years in the business. In this post, you’ll get... [Read More]

Problem Management ITIL myths

ITIL Mythbusting: Problem Management vs. Incident Management? Think Batman vs. Columbo

January 10 , 2017 By Katie McKenna

Do you know your Problem Management facts from fiction? Now that we’ve busted the top myths on Change Management and Incident Management, we’re ready to set the record straight on Problem Management with our favorite ITIL Mythbuster, Vawns Murphy. I assure you we’re all in good hands here. As a 15+ year veteran and certified ITIL/ITSM expert, Vawns is overflowing with best practices, stories, and insider information that can optimize... [Read More]