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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Complete Guide to ITSM Ticket Management Plus Workflows and Best Practices

Ticket Management

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With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".

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AI in IT Fully Examined: Streamlining Operations with Practical Solutions and Benefits

AI in IT

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Artificial Intelligence (AI) is making a significant impact across various industries, and IT is no exception. From optimizing operations to enhancing service management, AI in IT is revolutionizing how organizations manage their technology infrastructures.

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Contact Center Productivity: What It Is and 7 Ways to Improve It

Contact Center Productivity

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Contact centers (not to be confused with call centers) are the nucleus of a company's interactions with its customers. With the contact center, a company can answer customer questions, resolve product or service issues, and maintain customer relationships.

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How to Streamline the Customer Service Workflow Process: 10 Practical Examples

Customer Service Workflow Process

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An effective customer service workflow process is the backbone of any successful customer support operation.

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7 Knowledge Base Benefits and How to Choose the Best Knowledge Base Software

ITIL Change Management Process

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Knowledge base software is an essential component of an IT team's approach to managing Level 1, 2, and 3 support tickets.

A knowledge base is also the foundation for customer-centric self-serve platforms.

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Learn the ITIL Change Management Process Fully: A Complete Guide

ITIL Change Management Process

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ITIL Change Management, also now known as ITIL Change Enablement as of the version 4 release of ITIL in 2018, is the process of managing change within an IT and ITSM team and organization.

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IT Strategy Examples: A Comprehensive Guide

IT Strategy Examples

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A well-defined IT strategy is critical for business success today. Companies that align their IT strategy with their overall goals tend to outperform competitors in areas like innovation, efficiency, and customer satisfaction. According to Deloitte, organizations with higher digital maturity are three times more likely to excel in key metrics like operational efficiency and revenue growth.

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HIPAA Retention Requirements for Data Fully Explained

HIPAA Retention Requirements

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Data retention is a critical part of compliance in the healthcare industry, and HIPAA retention requirements play an important role in how long sensitive patient data is stored, as do states' individual data protection laws.

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HIPAA Risk Assessment: A Comprehensive Guide

HIPAA Risk Assessment

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Healthcare organizations need to protect sensitive patient information. One way to do this is by performing a HIPAA Risk Assessment. This assessment helps you find system weaknesses that could lead to data breaches or compliance problems.

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Top 15 Customer Service Examples for B2B Specifically: Best Practices and Technologies

B2B Customer Service Examples

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In customer service, the needs of B2B customers can differ dramatically from B2C ones. While certain customer service practices may apply to both, and often should, B2B relationships are different enough to require strategies tailored for that business environment.

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