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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IT Risk Management Framework & Process for ITSM Environments

Dealing with risk is an important part of deploying new services in an IT Service Management environment (ITSM). IT risk can occur in several areas during service delivery, including operational, legal, and financial risks. Besides minimizing problems in service delivery, many government and regulatory agencies also routinely review … [Read more...]

Gauteng Province’s Digital Enterprise Management Strategy Paves the Way for Digital Learning for nearly 2MM in South Africa

Our mission at the Gauteng Department of Education (GDE) is to ensure that quality learning and teaching take place in the classroom every day. While the statement itself is a simple one, delivering on the promise requires radical transformation in our schools as we move from traditional educational approaches to digital learning. Digital … [Read more...]

IT Tier 4 Support: Is it worthwhile to invest in Tier 4 Support?

In our earlier blog post on IT Support levels, we defined a typical IT support organization as being organized around the five support tiers listed in Table 1. While Tier 0 through Tier 3 IT support builds on itself and provides an escalation and resolution process for troubleshooting and fulfilling service requests, Tier 4 is a different … [Read more...]

Staying at the Forefront of Digital Learning at Anne Arundel County Public Schools with the Help of Remedy ITSM

A lot has changed since the early 1990s when Anne Arundel County Public Schools (AACPS) first began integrating computers into its K-12 classrooms. Providing computers in instructional settings was a key element of our technology plan for helping our students acquire Maryland’s Skills for Success. As forward-looking as our technology plan was, … [Read more...]

The Service Desk Just Became Even More Powerful and Secure

If your IT organization is like most enterprises, you’ve seen how the demands of digital business put greater pressure on the service desk to become more efficient and responsive, while continuing to drive down costs. Plus, you have to do all of this at a time when hacking is on the rise and threatens the business. While self-service and … [Read more...]

What is ITIL Service Delivery?

You might be confused if I asked you “What is Information Technology Infrastructure Library (ITIL) Service Delivery inside an IT Service Management (ITSM) environment?” ITIL service delivery in ITSM sounds like an abstract and difficult concept, but it’s really at the core of what we do as IT professionals to provide services to our internal and … [Read more...]

News UK Keeps Presses Rolling and Digital Content Flowing with Digital Service Management Solutions from BMC

By its nature, the news business is reactive. Our products are built around what’s happening in the world each day. Whether the medium is digital or print, our reporters, journalists, photojournalists, videographers, producers, and others start with a blank canvas and create content that educates, informs, and inspires the audiences we … [Read more...]

4 Reasons to Consider Switching to a Modern Service Desk

When software companies merge, like other businesses, it can create opportunities as well as uncertainties for customers. The ITSM space is really crowded with many vendors promising to deliver a great service desk experience. But not all vendors are the same. Leading IT organizations are seeking vendors committed to delivering excellence in … [Read more...]