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.
Self-service and automation – some common questions answered
There’s been an ever-growing interest in self-service and automation the last few years. And that’s great! It has a ton of benefits for service desks. But some questions still arise: does it create new work? Will it take away my work? Find out the answers in this blog.
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.
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.
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.
What happened to the ITIL service lifecycle in ITIL 4?
Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.
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.
10 practical ITIL problem management tips to help you get started
How can you justify adopting problem management? Read these 10 practical problem management tips to get started.
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.
ITIL problem management: can ITIL 4 finally fix the problem?
Many organizations only use ITIL problem management tools and techniques in a reactive way – usually in response to a major incident. And that’s a problem.