ITSM

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 ...
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 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 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 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? ...
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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