Change Management KPIs

When an organization makes the decision to enact a change, such as using different software or implementing a new form of technology, the effectiveness of the change needs to be forecast or measured to determine how it impacts business function. This is especially important for IT departments because it allows them to improve the efficiency … Read more Change Management KPIs

Enterprise Service Management Software—Do Businesses Really Need it?

Enterprise service management (ESM) is a relatively new term in the IT service scene, but ESM isn’t a brand-new invention. ESM expands on existing concepts from IT service management (ITSM) with a focus on improving IT services delivery and streamlining the end-user experience. It’s important to have both the right ESM strategy and the right … Read more Enterprise Service Management Software—Do Businesses Really Need it?

Service Desk and Dameware – Perfect Remote Solution?

IT service management (ITSM) is an umbrella term encompassing the design, implementation, and ongoing support and management of an organization’s IT services. ITSM includes everything from managing devices, like end-user workstations, printers, and scanners, to password resets and troubleshooting larger issues. These capabilities are an essential part of ensuring a business remains functional and productive. … Read more Service Desk and Dameware – Perfect Remote Solution?

Common Features of Help Desk Software

While many of us—technology support staff and general end users alike—take IT service desks for granted, the concept of an IT help desk didn’t exist until the late 1980s. These early help desks were focused primarily on technology and hardware, rather than the end-user experience. When ITIL got involved in the 1990s to standardize and … Read more Common Features of Help Desk Software

5 Best Free Help Desk Software and Ticketing Systems – DNSstuff

The success or failure of your customer service systems directly impacts everything else in your business. If your customers are unhappy, it’s unlikely you’re going to be especially successful in the long term. For the sake of business continuity and continuous improvement, monitoring and managing your customer service solution is of paramount importance. Leaving it … Read more 5 Best Free Help Desk Software and Ticketing Systems – DNSstuff