Self-service IT portals and apps eGuide

NEW ITSM eGuide: 4 Ways to Deliver a Better Self-Service Experience

July 20 , 2017 By Katie McKenna

In the world of ITSM, self-service portals and apps have been recognized for their enormous potential benefits including: Cost savings, decreased service desk workloads, and improved employee satisfaction. Now keep in mind I said “potential benefits.” Those advantages can only be realized when self-service is done right and widely adopted by end-users—which seems to be a challenge for even the most advanced IT organizations. During our recent webinar with ITSM.tools,... [Read More]

SaaS ITSM Vendor Considerations

4 Important Considerations When Selecting a SaaS ITSM Tool Vendor

July 13 , 2017 By Stephen Mann

Buying, or investing in, a new IT service management (ITSM) tool has never been easy. From the early days of IT help desk tools, when there was a need to justify the extra expense of a fit-for-purpose tool over using something internally created. Through to modern day ITSM, and enterprise service management, where there are just so many ITSM tools to choose from. In the last decade, the ITSM tool... [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]

Enterprise Service Desk Traffic

Ubiquitous Technology Means More Traffic for the Enterprise Service Desk

March 22 , 2017 By Katie McKenna

On a typical workday morning, I start checking emails on my iPhone when I first wake up. When I get to my desk, I fire up my laptop, read through my notifications on Workplace, review my social media postings schedule for the day using a SaaS platform, and perhaps publish a blog like this one to the website. That’s already a lot of technology before I’ve even had my first... [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]

Shadow IT & ITSM Best Practices

Experts Share Tips on Shadow IT Prevention

February 10 , 2017 By Katie McKenna

In a world that offers quite literally thousands of tools to increase productivity, it’s become increasingly easier for employees to switch to the dark side of Shadow IT. By circumventing IT through the use of unauthorized solutions and applications, employees are opening their organizations up to security, compliancy, and data privacy risks. So how do you shut it down? To say preventing Shadow IT is complicated is an understatement. By its... [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]

ITSM Virtual Training Courses from EasyVista

EasyVista Virtual Training is Coming to YOU

January 13 , 2017 By Katie McKenna

At EasyVista we often say that we “strive for successful customers, not just ‘happy’ ones.” In fact, this is not just a motto it’s one of our core values. To that end, we’re excited to announce a new Virtual Training offering from EasyVista Education Services that will help you boost your EV skillset and drive more service desk value into your business—all from the comfort of your own home, office,... [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]

EasyVista ITSM Automation & Innovation in 2017

New Year, New Innovations from EasyVista

January 5 , 2017 By Sherry Macias

January 1 of 2017 represents the start of a very exciting year for us at EasyVista. But it’s also a time to reflect and express thanks for our truly amazing year of 2016. Please enjoy the Happy New Year card that expresses our gratitude to our customers, partners, and other EasyVista friends who helped our record-breaking success in 2016! We wish you much prosperity, success, and happiness in the new... [Read More]