IT Service Management (ITSM) is the umbrella term for the IT team, department, or vendor that keeps every organization's IT, software, hardware, and cloud services running smoothly.
It's one thing if an individual IT person forgets to audit their own technology systems. For example, maintaining their computer or cellphone, updating software, managing storage, updating passwords, and scanning for computer viruses and malware. However, it's an entirely different thing and a much more costly thing if your company fails to perform routine IT audits.
Effective IT Service Management (ITSM) demands a structured approach to handling changes. That's where different types of changes in ITIL® come into play. By categorizing changes, organizations can manage everything from routine updates to urgent fixes with greater stability and efficiency.
Great customer service isn't just about resolving issues — it's also walking alongside customers in their support journey. Achieving this requires more than knowledge; it demands practice, teamwork, and the right training. That's where customer service training activities come into play.
Call center outsource companies are considered one of the most cost-effective ways to ensure an organization's customer service operations are delivered to high standards.
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.
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