5 Bright Constellations on the Service Desk Horizon

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Let’s face it, many service desks and IT departments have so much on their plate, it’s hard to keep up. With the quickening pace of change in cloud technology, SaaS, software, social networks, and evolving workplace habits, modern service desks are simply getting buried in data. Even if you are facing all the challenges above, there’s great … [Read more...]

Competitive Benefits of Enterprise ITSM versus Ad-hoc ITSM

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In my last post, I discussed the difference in benefits and business drivers realized between organizations employing an Enterprise Information Technology Service Management (ITSM) strategy versus organizations employing an Ad-hoc ITSM strategy. Today, let’s look deeper at the differences between enterprise strategy ITSM organizations versus ad-hoc … [Read more...]

4 P’s of ITIL Service Design/Management

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ITIL defines the 4 P’s of ITIL Service Design (or Service Management) as: People Products Partners Processes To ensure that the IT services we are providing to an organization are fit for purpose and fit for use, it is imperative that we consider all the People, Products, Processes and Partners involved. Failure to have the four … [Read more...]

What is Software Asset Management?

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The Search for Truth and Setting the Right Expectations There are many definitions of Software Asset Management (SAM), but let’s focus on ITIL’s definition for the purposes of this blog as many others have a similar theme/focus. ITIL defines SAM as: “All of the infrastructure and processes necessary for the effective management, control and … [Read more...]

BMC’s Remedy vs Remedyforce: What’s The Difference?

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Remedy and Remedyforce are two of BMC's most popular and powerful ITSM solutions. While there are some similarities between the tools' capabilities, there are many differences as well. This post will explore some of the differences and similarities between the two solutions by focusing on results-driven customer outcomes. Remedy ITSM Suite Remedy … [Read more...]

BMC’s Remedyforce Reviews and Ratings: The Ultimate Roundup

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BMC’s Remedyforce is a modern Information Technology Service Management (ITSM) solution built on the Salesforce App Cloud. Remedyforce has powerful service desk and ITIL functionality, intuitive dashboards and reporting, and built-in social and mobile access. Because it runs in the cloud, there is no software or hardware to install or manage, … [Read more...]

6 Benefits of ITIL

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ITIL Guide

There are six high-level benefits of ITIL® that are achieved by aligning process areas with a desired business outcome. ITIL focuses on solving business issues rather than just improving IT capabilities. As a set of practices that imparts practical and strategic guidance for IT service management, the overall goal of ITIL is to improve the … [Read more...]

Top 5 ITSM Trends for 2017

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Forbes Insights, in association with BMC, recently published the results of a comprehensive State of ITSM survey. This report, titled “Delivering Value to Today’s Digital Enterprise: The State of IT Service Management, 2017” details the latest development and emerging trends in the world of enterprise service management. This blog post will … [Read more...]

IT Change: From Resistance to Embrace

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This blog is the first in our three-part series on “Successful IT Change Management,” in which we’ll discuss ways to build a culture that understands the necessity and value of change, and navigates it successfully. In this installment, we’ll address resistance to change—one of the most common and important challenges facing IT organizations. … [Read more...]