IT Service Management Blog

IT Service Management is about more than a service desk. Users in the modern enterprise need quick and easy access to IT services. Read the latest blog posts on ITIL, ITSM, help desks, and service desks.


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Making the London Transport System Fit for the Future

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Every day, millions of people make more than 31 million journeys on London’s transport network. Transport for London (TfL) is responsible for running the network’s day-to-day operations—managing the Underground, buses, above-ground trains, taxis, trams, boats, and other means of travel. Our top priority is making life easier for our customers. … [Read more...]

5 Ways Multi-Cloud Discovery Can Enhance IT Security

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2017 is almost over and as expected, has achieved new records in technology adoption, driven by the transformation of traditional businesses into digital enterprises. While several huge security breaches have been in the news this year, the threat level continues to grow, with cybercrime getting more organized, and derailing the power of new … [Read more...]

Are you Prepared to Accelerate Your Digital Transformation?

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Let’s just be honest, life as a service desk or IT professional has never been harder. Database needs are exploding, the cloud poses new challenges, and user needs grow more complex daily. Most IT groups know they need to drastically alter the way they work, but getting there can seem overwhelming. While DevOps, ITIL and even self-service … [Read more...]

Known Error Database: An Introduction to KEDBs

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ITIL is a set of best practices that help IT teams function efficiently and align with the needs of business. One important piece of the ITIL that contributes to both of these goals is the Known Error Database, often shortened to KEDB. This is a database that tracks and describes all of the known errors within an overall system. In this article, … [Read more...]

4 Critical Capabilities for Deep Visibility and Service Awareness

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For IT teams, knowing what you have and where it lives used to be a relatively simple proposition. These days, it’s anything but. Your services and infrastructure now reach far beyond the data center into a multi-cloud ecosystem that can encompass private, public, and hybrid clouds – not to mention legacy on-premises applications, technology … [Read more...]

First Contact Resolution for Improved Customer Satisfaction

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Whether you’re running a Help Desk or a Service Desk, one of the more important IT Support metrics to track is first contact resolution (FCR). First contact resolution is the percentage of incoming service calls that are resolved during the first interaction with the customer, eliminating the need for the customer or IT Support to follow up with a … [Read more...]