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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In Constant Pursuit of Batch Process Optimization at Ingram Micro


Ingram Micro traces its roots back to technology distributor Micro D, Inc., which was founded in 1979. Since that time, our company has become the largest distributor of wholesale technology products in the world and it ranks #62 in the Fortune 500. Ingram Micro offers solutions from 1,700 technology suppliers including major players such as … [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...]

Enabling Secured Discovery with Protected, Managed Credentials


CyberArk is the only security company that proactively stops the most advanced cyber threats – those that exploit insider privileges to attack the heart of the enterprise. The company has pioneered a new category of targeted security solutions to protect against cyber threats before attacks can escalate and do irreparable business damage. The … [Read more...]

Risk Assessment and ITSM Service Delivery: What You Need to Know


When planning a Data Center change such as deploying a new server or adding a new telecommunications line, mobile application, or Web-based service, it’s important to understand the risks and consequences that can occur after your project is deployed. Today, let’s look at the role that risk assessment plays when planning a Data Center change in an … [Read more...]

MTBF vs. MTFF vs. MTTR: What’s the Difference?

Photograph depicts a hacker extracting encrypted data from a computer.

In the IT management world, there’s always been confusion between the terms Mean time between failures (MTBF), Mean time to first failure (MTFF), and Mean time to repair (MTTR), and how they relate to product reliability. Let’s take a few minutes today and look at these terms and how you would use them for data center management in an IT service … [Read more...]

Capacity Management for the Service Desk


This is the final blog in our five-part series on “Delivering a World Class Service Desk.” In our last installment, we explored the issues around outsourcing and offshoring: how to decide whether to do it, and how to make sure it works out. In this installment, we’ll look at how you can make sure your service desk can keep up with the demands of … [Read more...]

Considerations in Service Desk Outsourcing and Offshoring


This is the fourth blog in our five-part series on “Delivering a World Class Service Desk.” In our last installment, we presented five metrics to help you track your performance and make sure you’re hitting the right targets. In this blog, we’ll tackle the perennial questions of whether to outsource or offshore your service desk—and how to make … [Read more...]