Information Technology Service Management (ITSM) refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service delivery. Organizations generally use a pre-defined framework of best practices and standard processes to provide a disciplined approach to ITSM implementation. The most … [Read more...]
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.
Learn about IT Service Management at BMC.
The 2017 Forbes Insights survey on the state of Information Technology Service Management (ITSM) surveyed 261 executives from around the world, and found that 3 out of 4 executives agreed that “…the amount of time, money, and resources spent on [IT] maintenance and management—versus new project development or new initiatives—is affecting the … [Read more...]
In an earlier post, I looked at the simple but powerful idea that there is an inverse relationship between IT maintenance and management costs (M&M) and an organization’s competitiveness. This idea was reported in a recent Forbes Insights survey which noted that “Three out of four executives agree that the amount of time, money and resources … [Read more...]
The recently published State of ITSM report from BMC and Forbes Insights on the state of information technology service management (ITSM) revealed some interesting findings about how much of a typical IT budget is spent on ongoing maintenance and management versus how much is spent on new project development and new initiatives; how ongoing … [Read more...]
Buchanan Technologies’ IT services empower enterprises across the U.S. and Canada to concentrate on what they do best—their core business competencies—instead of worrying about the IT environment that supports business operations. Our offerings include help desk, managed services, field services, and project services. Buchanan has consistently … [Read more...]
Mobiltel was founded in 1994, making it the first mobile phone operator in Bulgaria. Since then, Mobiltel has grown significantly and is the largest GSM operator in the country. We have more than 4.2 million customers and are continuing to grow our customer base—which today represents nearly 39 percent market share. We are part of a much larger … [Read more...]
When software companies merge, it can create uncertainties for customers. With any merger, there can be concerns about how this might impact commitments to existing products, the combined company’s focus on new product innovation, and the ability to provide consistent quality in customer support. Many organizations that are impacted by a merger … [Read more...]
Two oft-repeated business maxims state that 1) You can’t manage what you don’t measure and 2) if you can’t measure something, you can’t improve it. These sentiments apply beautifully to Service Desk management and the virtuous cycle that’s created when an organization implements an Information Technology Service Management (ITSM) system using an … [Read more...]
Employees now crave the same user experiences at work that they enjoy in their personal lives. Social media, smartphones and the seamless, anytime availability of services means your employees have drastically higher expectations for their technology experience, when compared to a few short years ago. Which is why enabling a digital workplace is so … [Read more...]
Help Desk or Service Desk – Semantics or Strategy? What is the difference between a Help Desk and Service Desk? Is it just a matter of semantics and terminology or are these in fact very different and distinct disciplines that impact an organization’s IT approach and strategy? It is an interesting topic that has lots of different answers, … [Read more...]