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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SaaS Help Desk Software Comparison: Features to Look For

SaaS Help Desk Software Comparison

Offering the best IT support services is a matter of utilizing individual talent and skills in conjunction with the right SaaS help desk software. Help desk software options that are available in the Cloud or as Software as a Service (SaaS) are constantly changing, and IT professionals are tasked with evaluating the latest versions of this software … [Read more...]

The Zoo: Evolution of IT Analytics with Rob Enderle and BMC

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Industry analyst Rob Enderle joins to “The Zoo” to discuss the use of analytics in IT. As businesses go digital, data-driven decision-making becomes the compass for offering better services, reaching new customers and even winning political elections. The discussion takes us from the missteps at Microsoft and Apple, where gut-feelings trumped … [Read more...]

The Zoo: Social Impact on Business with @CarlosGil83

The Zoo: Social Impact on Business with @CarlosGil83

Social media is marching out of the shadows, as a new tool for enterprises to raise awareness about products and innovations. While the avalanche of noise on Twitter and Facebook has turned off many marketing groups, SnapChat and Blab are emerging as the new platforms. Social media expert, Carlos Gil, explains to "The Zoo" how to reach the masses … [Read more...]

Tame Your Help Desk Email Monster With Automation

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This blog is the third in a series on best practices for transforming help desk operations at small to medium-size businesses from reactive to proactive. Meet “Bob.” He’s the hapless help desk guy in a small or mid-size company who oversees all user requests for assistance. Bob monitors the central help desk mailbox, reviews each email to … [Read more...]

Extending IT Service Management Beyond IT

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Five9’s Path to Success Using Remedyforce and Salesforce Service Cloud Now that many IT departments have successfully adopted service management principles and are utilizing tools for IT-related services, they are seeing the potential to apply these same practices to other parts of the business. IT departments have been asked to extend these … [Read more...]

The Zoo: What’s New in MyIT 3.1

The Zoo: What’s New in MyIT 3.1

The latest edition of MyIT is now integrated with BMC HR Case Management solution – providing workflows, templates, and forms for everyday human resource issues. Employees can adjust benefits, update information, request PTO, and more with just a few clicks in MyIT. Additional feature highlights include: - One-click sharing of knowledge articles, … [Read more...]

The Zoo: What’s Hot and What’s Not with Katie Tierney

The Zoo: What’s Hot and What’s Not with Katie Tierney

Has the Internet of Things become part of our daily lives? Katie Tierney of BMC Software thinks so. She joins "The Zoo" to talk about the latest trends in IT. From gadgets that keep track of our kids' homework to virtual reality surgery, consumer technology is now part of the digital workplace. Question is, can enterprise IT keep up with the … [Read more...]

IT Asset Management in the Age of Digital Transformation (Part 2)

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This is a continuation from my previous blog which highlighted the challenges IT faces to remain relevant.  Part 2 touches on area of asset management, key trends and provides several recommendations for IT to evolve to better support the organization. The Simpler Days When I started in IT Asset Management back in the 90s even before the Y2K … [Read more...]

The Zoo: Inside IT at BMC Software

The Zoo: Inside IT at BMC Software

Imagine an office where you’re guided by location-aware floor maps on a mobile app. Where IT and business services are requested with short posts, not long forms. Or where new employees are on-boarded in minutes, not days. BMC Software’s IT department are beginning to make some of the promises of the digital workplace come alive. From mobile … [Read more...]