ITSM

In a nutshell, IT Service Management (ITSM) is about providing customers with well-organized IT services that add value to your organization’s business goals. Yes, ITSM makes sure customers get to enjoy a PC that works. But it also uses processes such as incident management, asset management, and problem management to add value through IT services. Simply put, ITSM helps your entire organization perform better.

What is ITSM? Everything you need to know about IT service management

If you’ve worked in IT for a while, you’ve probably heard the phrase ITSM mentioned a few times. But what does it mean? And how can ITSM benefit your organization? Here’s everything you need to know about ITSM.

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What can chatbots do for your service desk?

Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn more? Frank Smit, Chief Innovation Officer at our partner OBI4wan, explains what chatbots are and which processes you can (and cannot) utilize them for.

Tales from the service desk: 9 hilarious IT support requests

From users drowning laptops in coffee, to the one who “deleted” the internet, every IT professional has a funny request story. Here are 9 of our favourites.

The 5 biggest security risks of BYOD

The rise of remote working means more and more people are opting to use their personal laptops, phones, and tablets for work. For employees, this means more freedom and flexibility. But for IT departments, BYOD (bring your own device) can easily turn into a cybersecurity nightmare.

5 IT tasks you should be automating

Automation is a major trend for IT departments. But what does automation look like in practice? Find out which 5 IT tasks you should be automating.

6 ways to boost your organization’s IT security

Keeping breaches at bay is a major priority for IT departments. Here are our 6 top tips for strengthening your organization’s IT security. 

Why people will never be replaced by machines

Artificial intelligence is a hot topic. But at TOPdesk, we believe people will never be replaced by machines. Find out why.

Everything you need to know about ITSM automation

More and more IT departments are automating their service delivery – but what exactly is ITSM automation? Read this blog to find out. 

The cybersecurity risks of remote working

Hybrid working has changed the face of IT security. Read this blog to learn more about the cybersecurity risks of remote working.

Why your change process is too slow – and how to fix it

The change process can be long and tedious, slowing down your organization. Time to reinvent your CAB. Here’s how.

What is shadow IT? Answers to 5 frequently asked questions

What is shadow IT? Read the answers to 5 frequently asked questions about shadow IT and find out how to manage shadow IT in your organization.

Why you should use ITIL as a framework – not a set of rules

ITIL is a framework, not a rigid set of rules. Find out why you should be flexible about ITIL and other frameworks.

Regain control of your service desk with these 8 tips for working smarter

IT department under pressure from rising customer expectations? Regain control of your service desk with these 8 tips for smarter working.

More than just a tool: how TOPdesk’s values are built into our solution

Read this blog to learn about TOPdesk’s values and how they’re built into our ITSM solution and the way we work.

Are password resets draining your IT department?

Is your IT team spending all their time on password resets? You’re not the only ones. Automation deals with those pesky password resets for good. 

Why customers expect more from services and what it means for your IT department

Customer expectations of IT services are at an all-time high. And they’re only increasing. Read this blog to find out why.

What is swarming? And how does it benefit your IT support?

What is swarming? Find out how it compares to the traditional three-tiered support model and why it’s more about culture than structure.

A look at the service desk of the future

The service desk as we know it won’t exist anymore in 2030. But what will it look like instead? Let’s take a look at the service desk of the future.

Top 5 ITSM market trends for 2022

Discover the top 5 ITSM market trends for 2022, from employee experience in a hybrid workplace and automation to process hacking.

How much should an ITSM tool cost? 

What does an ITSM tool cost? Although this is a complicated question to answer, because there are so many factors to weigh up. Read the blog.

Finding the right ITSM vendor: 5 questions to ask when shortlisting solutions 

In this blog, we’ve compiled a list of 5 key questions to ask yourself when comparing ITSM providers, to help you find your perfect match.

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How to manage panic at your service desk

What causes panic at your service desk? We share 4 scenarios that send your service desk’s panic levels through the roof – and look at possible solutions.

What the perfect shared services manager looks like

What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.

5 ways to improve your employee experience for happier customers

Data shows there’s an undeniable link between employee experience and customer experience. Find out how to keep employees engaged for happier customers in this blog.