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]