This checklist provides step-by-step guidance for evaluating software solutions, keeping them aligned with organizational goals and operational requirements. Specific criteria for IT Help Desk, Customer Service, and ITSM software are included.
Choosing the right software is critical for IT leaders, customer service managers, CIOs, and ITSM team leaders and vendors.
As any IT department can attest, hardware breaks and software crashes. When incidents happen, it's critical to be able to track the incident, find a solution, and prevent it from happening in the future. That's a lot of work for a team of IT employees to handle, especially for successfully growing companies.
Financial and data compliance and security are essentials for every organization, and System and Organization Controls (SOC) reports are an integral part of data compliance, financial regulations, and audits. There are two types of SOC reports: SOC 1 and SOC 2.
IT help desk outsourcing has been around almost as long as there have been IT help desks.
IT help desks play a vital role in ensuring businesses' IT infrastructure, hardware, and software run as they should. Otherwise, businesses and organizations everywhere would run the risk of unexpected downtime, critical failures, cyberattacks, and more mundane but time-consuming headaches like being locked out of email inboxes and broken printers.
In 2025, Chief Information Officers, ITSM (IT Service Management) leaders, and cybersecurity chiefs will continue to face a growing range of challenges.
For 2025, IT Service Management (ITSM) is set to evolve significantly with technology-driven advancements.
We have already seen that Artificial Intelligence (AI) — such as ChatGPT — and similar tools have made an impact this year, and we expect that trend to continue in 2025.
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".
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.
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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