ITSM

September 15, 2020

Despite the efforts in modernizing and building a robust infrastructure, IT teams routinely deal with the application, database, hardware, or software outages that can last from a few minutes to several days. These types of incidents can cause financial losses to businesses and damage its reputation ...

July 28, 2020

According to The State of ITSM in the COVID-19 Pandemic, a survey by ManageEngine, 72% of IT professionals affirm ITSM's continued effectiveness even in remote work scenarios. However, only one in two organizations have a bring your own device (BYOD) policy to support continued productivity in new remote work environments ...

May 12, 2020

In ancient times — February 2020 — EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. The future arrived with a bang as IT organizations turbo-pivoted to deliver and support unprecedented levels and types of services to a global workplace suddenly working from home ...

February 24, 2020

The tech world may be falling in love with artificial intelligence and automation, but when it comes to managing critical assets, old school tools like spreadsheets are still in common use. A new survey by Ivanti illustrates how these legacy tools are forcing IT to waste valuable time analyzing assets due to incomplete data ...

January 06, 2020

Industry experts offer predictions on how ITSM and related technologies will evolve and impact business in 2020 ...

October 08, 2019

There are some IT organizations that are using DevOps methodology but are wary of getting bogged down in ITSM procedures. But without at least some ITSM controls in place, organizations lose their focus on systematic customer engagement, making it harder for them to scale ...

October 07, 2019
OK, I admit it. "Service modeling" is an awkward term, especially when you're trying to frame three rather controversial acronyms in the same overall place: CMDB, CMS and DDM. Nevertheless, that's exactly what we did in EMA's most recent research: <span style="font-style: italic;">Service Modeling in the Age of Cloud and Containers</span>. The goal was to establish a more holistic context for looking at the synergies and differences across all these areas ...
September 19, 2019

You must dive into various aspects or themes of services so that you can gauge authentic user experience. There are usually five main themes that the customer thinks of when experiencing a service ...

September 18, 2019

Service desks teams use internally focused performance-based metrics more than many might think. These metrics are essential and remain relevant, but they do not provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. The question becomes: How do I efficiently change my metrics? Then, how do you best go about it? ...

August 22, 2019

Recent EMA research explored the state of ESM. One of the many conclusions is that ESM is mainstream. Fully 87% have some level of ESM deployment. Not surprisingly, there is a significant divide between mature and relatively new deployments in terms of benefits derived, use of AI and automation, adoption levels, and number of non-IT areas being served from established ITSM implementations ...

June 17, 2019

Users today expect a more consumer-like experience and many self-service web sites are too focused on automating the submission of tickets and presenting long, technically written knowledge articles with little to no focus on UX. Understanding the need for a more modern experience, a newer concept called "self-help" now dominates the conversation in its ability to provide a more deliberate knowledge experience approach that better engages the user and dramatically improves the odds of them finding an answer ...

May 29, 2019

Through our recent study, we wanted to better understand how service desk users are interacting with the service teams; how they connect for service; the manner in which most service desks receive user requests; and if organizations employ a knowledge base and how that information might be stored. Here’s what we’ve discovered ...

April 08, 2019

This Thursday EMA will be presenting a webinar — Automation, AI and Analytics: Reinventing ITSM — covering recent research. There were quite a few surprises. And in fact, many of the surprises indicated a yet-more-positive outlook than we expected ...

April 01, 2019

Adopting a modernized service transformation strategy is critical to achieving measurable improvements in overall IT efficiency and driving customer and employee satisfaction, according to The State of Service Transformation Report commissioned by EasyVista ...

March 15, 2019

Loyal users are the key to your service desk's success. Happy users want to use your services and they recommend your services in the organization. It takes time and effort to exceed user expectations, but doing so means keeping the promises we make to our users and being careful not to do too much without careful consideration for what's best for the organization and users ...

March 14, 2019

What's the difference between user satisfaction and user loyalty? How can you measure whether your users are satisfied and will keep buying from you? How much effort should you make to offer your users the ultimate experience? If you're a service provider, what matters in the end is whether users will keep coming back to you and will stay loyal ...

March 11, 2019

Of those surveyed, 96% of organizations have a digital transformation strategy, with 57% approaching it as an enterprise-wide priority, with a clear emphasis on speed of business, costs, risk, and customer satisfaction, according to IDC’s Aligning IT Strategies and Business Expectations for Digital Transformation Success, sponsored by EasyVista ...

March 08, 2019

One of my ongoing areas of focus is analytics, AIOps, and the intersection with AI and machine learning more broadly. Within this space, sad to say, semantic confusion surrounding just what these terms mean echoes the confusions surrounding ITSM ...

March 07, 2019

I must admit that the more I research IT service management (ITSM) — what it means, what its trends are, and what its future is — the more I feel like an explorer on a strikingly rich continent that so far the industry has either ignored, or misunderstood. The brand-new data that we've just received in EMA is a case in point ...

March 01, 2019
The two very important terms in the IT world are ITSM and ITIL which many organizations use every single day. Usually, the terms ITSM and ITIL are used interchangeably. But, do they mean the same? ...
August 08, 2018

Here's the problem: IT teams are in the dark. The only information they have available to them is based on what users decide to tell them about through calls to the help desk ...

July 25, 2018

As IT service delivery solutions change, organizations are looking to next generation technologies (NGTs) to increase efficiency and deliver a better customer experience. Specific technologies like "cloud-to-the-edge" and artificial intelligence (AI), as well as marketplace shifts like the proliferation of the subscription economy and the importance of Digital Transformation, necessitate action for organizations to keep pace with their competitors ...

April 04, 2018

If you are new to ITSM and want to know some of the important terms associated with it, here is a quick guide to help you with the basics ...

March 14, 2018

Gartner predicts there will be nearly 21 billion connected “things” in use worldwide by 2020 – impressive numbers that should catch the attention of every CIO. IT leaders in nearly every vertical market will soon be inundated with the management of both the data from these devices as well as the management of the devices themselves, each of which require the same lifecycle management as any other IT equipment. This can be an overwhelming realization for CIOs who don’t have an adequate configuration management strategy for their current IT environments, the foundation upon which all future digital strategies – Internet-connected or otherwise – will be built ...

March 07, 2018

What often goes overlooked in our always-on digital culture are the people at the other end of each of these services tasked with their 24/7 management. If something goes wrong, users are quick to complain or switch to a competitor as IT practitioners on the backend race to rectify the situation. A recent PagerDuty State of IT Work-Life Balance Report revealed that IT professionals are struggling with the pressures associated with the management of these digital offerings ...

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