The Modern Family: IT Asset Management and Service Management

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Do opposites really attract? Service management has evolved from humble beginnings as a “help desk” supporting the operational back office to handle internal IT support tickets. Today it is a modern solution which has shifted service management to the front office to empower the end users beyond IT tickets while providing the business services … [Read more...]

3 Benefits of Tightly Coupling Service Desk to Endpoint Management

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For many professionals, the service desk represents the face of IT. The quality of the service desk experience will go a long way in defining the perception of the whole IT organization—especially for millennials who’ve grown up with technology and become accustomed to high-quality personal technology services. That inevitable comparison makes it … [Read more...]

4 Critical Capabilities for Patch Management

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Fast, efficient patch management is essential for effective enterprise security. As software vendors discover flaws and vulnerabilities in their products, a timely fix can make all the difference to protect your business from a damaging compromise. But how can you keep track of all the vulnerable devices in your organization—and ensure that you’re … [Read more...]

Five Ways to Improve Incident Management with Decision Support

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Hero-centric incident management can be great—when users are lucky enough to get the hero on their case. He or she has been around forever, knows how everything works and how to troubleshoot anything, and gets users back up and running fast. But as every helpdesk (and user) knows, the hero model doesn’t scale. In the modern organization, every … [Read more...]

The Top 5 Trends for Digital Transformation in 2018

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The digital transformation of companies and their business models is moving along, and it will continue to progress in 2018. For companies operating in the global competitive environment, digital transformation is even an absolute MUST this year. For many of these organizations, digital transformation programs are on top of their priority … [Read more...]

What is IT Asset Management? ITAM Explained

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We talk a lot about coordinating the skills and services of IT teams with business needs – anything from overseeing hard skills like programming, developing agile and DevOps cultures, and prioritizing projects based on needs, skill sets, timelines budgets, and even politics. But one thing we hear less about: how to accurately manage the … [Read more...]