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.
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.
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.
The 3 biggest advantages of modern ITSM tools for your service desk
Discover the 3 biggest advantages of modern ITSM solution for your IT service desk. ITSM tools improve efficiency and empower your end-users.
KCS: reduce IT call volume and service desk workload
How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.
The benefits of knowledge management for your service desk
What are the benefits of knowledge management for your service desk? Read why you should invest in KCS and calculate how much time it’ll save.
ITAM vs ITSM – how they differ and complement each other
Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?
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.
Find out where you stand with the TOPdesk Maturity Model
Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.
How to maintain security when employees work remotely
Struggling to balance security and employee experience? Check out our comprehensive guide on how to maintain security when employees work remotely.
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Utrecht University: Enterprise Service Management case
An Enterprise Service Management case in action: how Utrecht University embarked on their very own ESM journey – and what good it did them.
Using forms in your self-service portal: 4 best practices
Can you improve the forms you use and make them more customer-centric? Find out how to improve your self-service portal with these best practices.