ITSM
Recent EMA research explored the state of ESM. One of the many conclusions is that ESM is mainstream. Fully 87% have some level of ESM deployment. Not surprisingly, there is a significant divide between mature and relatively new deployments in terms of benefits derived, use of AI and automation, adoption levels, and number of non-IT areas being served from established ITSM implementations ...
Users today expect a more consumer-like experience and many self-service web sites are too focused on automating the submission of tickets and presenting long, technically written knowledge articles with little to no focus on UX. Understanding the need for a more modern experience, a newer concept called "self-help" now dominates the conversation in its ability to provide a more deliberate knowledge experience approach that better engages the user and dramatically improves the odds of them finding an answer ...
Through our recent study, we wanted to better understand how service desk users are interacting with the service teams; how they connect for service; the manner in which most service desks receive user requests; and if organizations employ a knowledge base and how that information might be stored. Here’s what we’ve discovered ...
This Thursday EMA will be presenting a webinar — Automation, AI and Analytics: Reinventing ITSM — covering recent research. There were quite a few surprises. And in fact, many of the surprises indicated a yet-more-positive outlook than we expected ...
Adopting a modernized service transformation strategy is critical to achieving measurable improvements in overall IT efficiency and driving customer and employee satisfaction, according to The State of Service Transformation Report commissioned by EasyVista ...
Loyal users are the key to your service desk's success. Happy users want to use your services and they recommend your services in the organization. It takes time and effort to exceed user expectations, but doing so means keeping the promises we make to our users and being careful not to do too much without careful consideration for what's best for the organization and users ...
What's the difference between user satisfaction and user loyalty? How can you measure whether your users are satisfied and will keep buying from you? How much effort should you make to offer your users the ultimate experience? If you're a service provider, what matters in the end is whether users will keep coming back to you and will stay loyal ...
Of those surveyed, 96% of organizations have a digital transformation strategy, with 57% approaching it as an enterprise-wide priority, with a clear emphasis on speed of business, costs, risk, and customer satisfaction, according to IDC’s Aligning IT Strategies and Business Expectations for Digital Transformation Success, sponsored by EasyVista ...
One of my ongoing areas of focus is analytics, AIOps, and the intersection with AI and machine learning more broadly. Within this space, sad to say, semantic confusion surrounding just what these terms mean echoes the confusions surrounding ITSM ...
I must admit that the more I research IT service management (ITSM) — what it means, what its trends are, and what its future is — the more I feel like an explorer on a strikingly rich continent that so far the industry has either ignored, or misunderstood. The brand-new data that we've just received in EMA is a case in point ...
Here's the problem: IT teams are in the dark. The only information they have available to them is based on what users decide to tell them about through calls to the help desk ...
As IT service delivery solutions change, organizations are looking to next generation technologies (NGTs) to increase efficiency and deliver a better customer experience. Specific technologies like "cloud-to-the-edge" and artificial intelligence (AI), as well as marketplace shifts like the proliferation of the subscription economy and the importance of Digital Transformation, necessitate action for organizations to keep pace with their competitors ...
If you are new to ITSM and want to know some of the important terms associated with it, here is a quick guide to help you with the basics ...
Gartner predicts there will be nearly 21 billion connected “things” in use worldwide by 2020 – impressive numbers that should catch the attention of every CIO. IT leaders in nearly every vertical market will soon be inundated with the management of both the data from these devices as well as the management of the devices themselves, each of which require the same lifecycle management as any other IT equipment. This can be an overwhelming realization for CIOs who don’t have an adequate configuration management strategy for their current IT environments, the foundation upon which all future digital strategies – Internet-connected or otherwise – will be built ...
What often goes overlooked in our always-on digital culture are the people at the other end of each of these services tasked with their 24/7 management. If something goes wrong, users are quick to complain or switch to a competitor as IT practitioners on the backend race to rectify the situation. A recent PagerDuty State of IT Work-Life Balance Report revealed that IT professionals are struggling with the pressures associated with the management of these digital offerings ...
Over the last four years, EMA has done research uniquely focused on how software asset management (SAM), IT asset management (ITAM) more broadly (including hardware), IT service management (ITSM), and transformative attempts to optimize IT as a business, have been evolving. The overall perspectives from both research projects shows that, at least as a vision, many IT organizations are really seeking ...
The Global CIO Point of View report compiled by ServiceNow notes that 89 percent of organizations are either in the planning stages or are already taking advantage of machine learning. Nearly 90 percent of the CIOs surveyed anticipate that increasing automation will increase the speed and accuracy of decisions, and more than two-thirds believe that decisions made by machines will be more accurate than human-made decisions ...
IT departments that shift from reactionary fire fighters to becoming proactive business partners find their ticket counts reduced from 20 to 50 percent or more. The strategies outlined in Part 1 of this blog may all sound like a great way to turn IT into a strategic, proactive business-enabler, but how can companies turn strategy into reality? The following are three best practices ...
"We can't fix it if they don't call." I can't count how many times I've said those words in my IT career. We need users to call in their issues, while conversely we need our ticket volumes to decrease. How can IT lower the amount of call center tickets, quickly resolve those incidents that can't be avoided, and reduce their own costs in the process? Here are three key strategies ...
Self-service and the concept of “Shift Left” are some of the phrases you will hear the most in the modern service management industry. The reason being is that you want to provide your users with the most important knowledge that you can to help them solve their issues and problems themselves, saving you time to focus on more important priorities. It’s a common problem, sort of a chicken and egg approach, but when you help your internal teams better meet their needs through such efforts, you also want to make sure that what is best for your service department also is best for your users ...
Industry experts offer predictions on how APM and related technologies will evolve and impact business in 2018. Part 2 covers ITIL, ITSM and more ...
While self-service and self-help IT are in common practice, about half of organizations surveyed are still struggling with full deployment and realizing its value, according to a new report by Ivanti and the Service Desk Institute ...
In incident management, we often overlook the simple things in favor of trying to do too much, too soon. Why not make sure we've done the fundamentals properly? ...
