Social Collaboration Rising, Get the Help Desk Up to Speed

Service desk, help desk

Many small and medium-sized businesses end up using a homegrown help desk based on emails to manage IT services. This is a practice that could become extremely problematic as more organizations embrace social collaboration methods to support day-to-day operations. 

Service Catalogs Key as Cloud Challenges Rise

Shadow IT

Cloud computing is altering the way organizations approach their IT service management strategies. In many cases, IT teams need to implement robust service catalog solutions to help them deal with the unique challenges created by cloud solutions. Efforts to adjust service management plans are critical in cloud plans because many organizations are facing business groups that have more control of their own technology plans, leaving IT trying to play catch-up and figure out the best way to gain control without disrupting end users.

According to a recent InformationWeek report, the threat of shadow IT departments emerging within companies and organizations is creating a situation in which IT as a Service (ITaaS) strategies are becoming much more important. Service catalog solutions are key in this area.

3 Reasons Problem Management is the Foundation of ITSM Plans

problem management

Developing large-scale IT service management plans may seem daunting, but you may find that the increased complexity facing your business demands you start moving toward such a solution. Say you have a help desk right now, maybe even a basic service desk, what do you need to do to get ready to move to a fully-featured ITSM solution? This question is leaving many IT leaders straining to find the right solutions because the service desk can be an incredibly complex place, but also one of the areas where IT has the clearest impact on business functionality.

An ITSM solution can unlock reliability, better data protection and efficiency in ways that impact the end user. However, moving from a basic solution up to an ITSM setup requires careful planning and depends on a business' ability to deploy the right solutions at the right time. Often, problem management is the first area to focus on, as finding ways to deal with IT problems lays the groundwork for building an ITSM setup. 

Network Trends Point to Importance of Change Management

Change management

Change management is an incredibly important tool as businesses face a rapidly-shifting technology climate. There are a variety of indicators that point to the rapid pace of innovation in the sector, and the many difficulties that come with change management. However, the network may be one of the clearest areas that points to the value of change management in a variety of organizational settings. 

The network is an incredibly complex part of the IT configuration, and even moving one plug incorrectly can lead to a service disruption for a wide range of users. For most service desk teams, the goal is to ensure technology supports business operations and ensures outages and problems do not get in the way of corporate goals. Network disruption can prevent employees from accessing key data, applications and services, especially as companies become more dependent on cloud computing and similar technologies. As such, it is vital that service desk teams deal with network-related issues as efficiently as possible. The problem is that networking requirements are shifting quickly, making advanced change management platforms a critical solution in the sector.

Contacting the Service Desk Should Be Easy and Flexible

Service desk

IT service desk teams need to be responsive, organized and capable of getting the job done at times of crisis. Because of this, limitations in the ways that employees can get a hold of the service desk can present major barriers to operational efficiency.

The importance of contact methods available within the service desk is rising as more companies become dependent on mobile devices. The widespread use of personal smartphones and tablets creates an environment in which more people plan to get the job done with much more flexibility. In many cases, people look at work tasks as operations they can accomplish anytime, anyplace. In turn, many enterprise employees also expect to be able to get in touch with the service desk, or at least get their incidents resolved, at a moment's notice.

This more flexible operational climate is forcing businesses to rethink how they manage their service desk; something that is particularly tricky for organizations that do not have the personnel resources to have a staff member available in the office 24/7. Remote service management functionality can be a key asset in this area. With such tools in place, service desk team members can receive tickets on a variety of device types and perform various support tasks quickly through remote access.

4 Reasons Why We Love Problem Management (And You Should Too)

Problem management

You've heard us talk about why we love some of our IT service desk modules and solutions in the past, now the time has come for us to rave a bit about our problem management solution. Forgive our effusion on this point, but our excitement is difficult to control! Issues like incident management and service catalogs are extremely important and we have lots of love for those systems, but there is something special about problem management. All of these modules deliver value in different ways, but problem management is particularly noteworthy because it helps organizations move on from underlying IT issues and make meaningful progress toward operational excellence.

3 Keys to a Successful CMDB


Establishing a CMDB system can be daunting, especially as the relational database can be difficult to even get setup properly, let alone manage well on an everyday basis. While a CMDB may create some difficulties, it also presents organizations with incredible opportunities to create transparency within the configuration. Furthermore, a CMDB also enables IT teams to manage change more quickly and efficiently, improve security and enable innovation with minimal disruption. The end result is incredible potential for a return on investment, but only if a CMDB is properly set up.

Change Management Vital as Companies Transition to the Cloud

Change Management

Change management investments are proving a vital consideration as more businesses face pressure to move toward the cloud.

According to a recent Forbes report, IT managers are dealing with significant disruption as they work to transition to supporting cloud-based technologies. At this point, few organizations are in a position where they can, or even if they want to, fully use the cloud to support their IT operations. As such, technology leaders are left balancing services in physical, virtual and cloud environments.