IT Service Desk

The Staffing Crisis: It’s Time to Consider Automation

November 16, 2022
The Staffing Crisis: It’s Time to Consider Automation

The world is facing a labor crisis. It is hard to find people, and it is difficult to retain them. Sadly, this much-bemoaned worker disruption shows no signs of abating. Businesses across all industries are feeling the pain, leaving many unable to provide foundational services. The delays and disruptions have not altered customer expectations, though, […]

The Staffing Crisis: It’s Time to Consider Automation
Two Tenets of Digital Transformation: Save Money and Satisfy Customers 

Two Tenets of Digital Transformation: Save Money and Satisfy Customers 

November 3, 2022
Two Tenets of Digital Transformation: Save Money and Satisfy Customers 

Businesses have been striving to simplify formerly complex problems and meet their digitization objectives for decades, beginning with the first microchip in the 1950s. Consider the banking industry — before ATMs, customers were at the beck and call of in-person banks, operating during the short ‘banker’s hours’ to conduct financial transactions. If relying on human […]

Getting Started: 25 Core Functions of a CMDB

June 10, 2022
Getting Started: 25 Core Functions of a CMDB Icon Design of Cloud Based CMDB

What is a CMDB? CMDB, or Configuration Management Database, is a term associated, or at least has its origin, with ITIL, the set of IT Service Management best practices developed by the UK’s Government. The topic can be highly complex, with a wealth of information written on ITIL and the associated guidance for CMDB implementation. […]

Getting Started: 25 Core Functions of a CMDB Icon Design of Cloud Based CMDB
3 Types Of Incidents That Stand Out: Is Your Help Desk Prepared? 

3 Types Of Incidents That Stand Out: Is Your Help Desk Prepared? 

May 11, 2022
3 Types Of Incidents That Stand Out: Is Your Help Desk Prepared? 

Many types of incidents come through the IT help desk during an average month, but a few specific categories stand out that may require extra attention. Organizations can create a support ecosystem that gets them through everyday tasks, but unless they can deal with the unconventional incidents, their help desk teams will always be trying […]

4 Use Cases That Prove Service Desk Efficiency

April 14, 2022
4 Use Cases That Prove Service Desk Efficiency

Service desks historically were viewed as cost centers. In 2021, annual IT Service Desk spend accounted for over 4% of Total IT Spending. The median IT Service Desk spending per end-user was $164, which reflected a 9% increase year-over-year. These investments can be significant, and it is important to point to business benefits such as […]

4 Use Cases That Prove Service Desk Efficiency
3 Ways to Benefit Using a Shift-Left Strategy Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support

3 Ways to Benefit Using a Shift-Left Strategy

March 10, 2022
3 Ways to Benefit Using a Shift-Left Strategy Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support

What is shift-left? “Shift-left” is a phrase that is commonly used when speaking about service and support management. As companies are under pressure to reduce the cost of support and improve end-user satisfaction the conversation around shifting left is becoming more mainstream. The shift-left approach refers to moving service actions or steps closer to the […]

5 Keys To Developing An Effective Training Plan

January 28, 2022
5 Keys To Developing An Effective Training Plan 5-keys-to-developing-an-effective-training-plan

End-user training is one of the keys to the successful implementation of any software. Given the importance, we wanted to provide an overview of the process. At Serviceaide, we sell easy-to-use, easy-to-customize software for both ITSM and enterprise service management solutions. Regardless of whether you are an IT analyst or other service professional, software that […]

5 Keys To Developing An Effective Training Plan 5-keys-to-developing-an-effective-training-plan
How IT Can Enjoy the Holidays Guilt-free how-it-can-enjoy-the-holidays-guilt-free

How IT Can Enjoy the Holidays Guilt-free

December 21, 2021
How IT Can Enjoy the Holidays Guilt-free how-it-can-enjoy-the-holidays-guilt-free

The holidays are a time of giving, family, and food. We all love the holidays but in the workplace they tend to disrupt productivity. Employee vacation time, holiday parties, and office closings interrupt workflow if the proper tools are not in place. The good news is we have tools to drive automation and self-service so […]

Measuring for ITSM Success

November 24, 2021
Measuring for ITSM Success measuring-for-itsm-success

If you’ve ever wondered how to gain better visibility into your IT service management team’s processes, KPIs and metrics hold the key. The KPI journey, however, is about way more than simple numbers and scores. Investing time in the right metrics may have countless positive impacts for your business growth and customer relationships. But these […]

Measuring for ITSM Success measuring-for-itsm-success
Balancing Change Management with Risk and Regulatory Compliance IT Service Management In A Post-Covid World

Balancing Change Management with Risk and Regulatory Compliance

October 25, 2021
Balancing Change Management with Risk and Regulatory Compliance IT Service Management In A Post-Covid World

Change is a constant that companies and compliance professionals must continually endure. Corrective actions, process improvements, policy adjustments, and new products and services are just a few of the changes that impact businesses every day. Think back to the last time you needed to implement crucial changes—quickly. What happened? Did you cringe at the thought […]

The Benefits of Corporate Acquisitions For Customers And The Industry

September 9, 2021
The Benefits of Corporate Acquisitions For Customers And The Industry The Benefits of Corporate Acquisitions For Customers And The Industry

We face changes every day. On a personal and professional level. We hear about mergers and acquisitions (M&A) but most people ignore them unless you have a vested interest in one of the companies involved in the M&A. The executive teams at Serviceaide and SunView Software decided to embrace change because we recognized an opportunity […]

The Benefits of Corporate Acquisitions For Customers And The Industry The Benefits of Corporate Acquisitions For Customers And The Industry
Auditing for Compliance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Auditing for Compliance

July 2, 2021
Auditing for Compliance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the THIRD blog in our series that explains how to leverage Service and Change Management for Compliance by capturing all the information necessary to process change approvals and establish auditable records. Feel free to check out our previous posts. In our first blog post, we explain why Business Process Compliance is a key […]

IT Service Management In A Post-Covid World

June 23, 2021
IT Service Management In A Post-Covid World IT Service Management In A Post-Covid World

The world post-COVID-19 is forever changed. Many of the trends that were underway prior to the pandemic have been accelerated. How we work, how we learn, how we entertain, how we communicate have undergone, in some cases, a radical reset. I came across an article from the World Economic Forum written in the Spring of 2020. The […]

IT Service Management In A Post-Covid World IT Service Management In A Post-Covid World
Regulatory Compliance Across Industries Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Regulatory Compliance Across Industries

June 22, 2021
Regulatory Compliance Across Industries Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the SECOND blog in our series that explains how to leverage Service and Change Management for Compliance by capturing all the information necessary to process change approvals and establish auditable records. In our first blog post, we explain why Business Process Compliance is a key part of the foundation for building a successful […]

Service and Change Management for Compliance

June 15, 2021
Service and Change Management for Compliance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

When we set out to write this article, our team discovered that we all had a different notion of the meaning of the word “compliance.” For some people, the first thing that came to mind was employees following—or in this case, bypassing—a company’s processes to achieve their own personal goals or desired results. Other people […]

Service and Change Management for Compliance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Business Process Compliance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Business Process Compliance

June 15, 2021
Business Process Compliance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the FIRST blog in our series that explains how to leverage Service and Change Management for Compliance by capturing all the information necessary to process change approvals and establish auditable records. In this article, we explain why Business Process Compliance is a key part of the foundation for building a successful organization. Our […]

CISO Toolbox: Change Windows, Blackout Periods, Trending Events, and More

June 7, 2021
CISO Toolbox: Change Windows, Blackout Periods, Trending Events, and More Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Maintaining the life-saving safety equipment that your workers depend on is an important, challenging, and sometimes overlooked task. Your CISO is responsible for ensuring instruments like high-pressure condensate pumps and a safety valves are working properly, and your systems must be ready to alert workers to potential hazards at a moment’s notice. Without the right […]

CISO Toolbox: Change Windows, Blackout Periods, Trending Events, and More Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Tech Spotlight: Securing Your Industrial Control Systems Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Tech Spotlight: Securing Your Industrial Control Systems

June 3, 2021
Tech Spotlight: Securing Your Industrial Control Systems Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The Cyber Resilience Review (CRR)[1] is an interview-based assessment that evaluates an organization’s operational resilience and cybersecurity practices. This assessment is derived from the CERT Resilience Management Model (CERT-RMM), a process improvement model developed by Carnegie Mellon University’s Software Engineering Institute for managing operational resilience. The Cyber Resilience Review evaluates the maturity of an organization’s […]

Business Insights: How CyberSecure is Your Pipeline?

June 3, 2021
Business Insights: How CyberSecure is Your Pipeline? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Executive Summary – Cybersecurity and Change Management On June 27th, Department of Homeland Security (DHS) Cybersecurity Gap Assessments are due to the Transportation Security Administration (TSA). For impacted organizations that have not implemented proper change controls, this means a huge risk as failure to comply will result in daily fines, audit findings, and potential public […]

Business Insights: How CyberSecure is Your Pipeline? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
8 Ways to Break Through the Walls Around ITSM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

8 Ways to Break Through the Walls Around ITSM

May 24, 2021
8 Ways to Break Through the Walls Around ITSM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the THIRD blog in our series that that explains how Extending the Reach of IT Service Management (ITSM) can benefit your organization much like XaaS has helped companies like Spotify, Netflix, and Amazon turn shoppers into engaged subscribers. In our first blog post, we talk about What Sparks ITSM into “x Service Management […]

5 Key Trends that Indicate ITSM is Evolving Beyond IT

May 18, 2021
5 Key Trends that Indicate ITSM is Evolving Beyond IT Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the SECOND blog in our series that explains how Extending the Reach of IT Service Management (ITSM) can benefit your organization much like XaaS has helped companies like Spotify, Netflix, and Amazon turn shoppers into engaged subscribers. In our first blog post, we talk about What Sparks ITSM into “x Service Management (xSM),” […]

5 Key Trends that Indicate ITSM is Evolving Beyond IT Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Extending the Reach of IT Service Management (ITSM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Extending the Reach of IT Service Management (ITSM)

May 11, 2021
Extending the Reach of IT Service Management (ITSM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Software-as-a-Service (SaaS) is a method of software delivery that allows data to be accessed from any device that has an Internet connection and a Web browser. While the “idea” of SaaS has been around since the 1960s, the Web-based technology required to support SaaS did not mature until the late 1990s. Around that time, companies […]

What Sparks ITSM into “x Service Management (xSM)”?

May 11, 2021
What Sparks ITSM into “x Service Management (xSM)”? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the FIRST blog in our series that explains how Extending the Reach of IT Service Management (ITSM) can benefit your organization much like XaaS has helped companies like Spotify, Netflix, and Amazon turn shoppers into engaged subscribers. In this article, we talk about What Sparks ITSM into “x Service Management (xSM),” where ‘x’ […]

What Sparks ITSM into “x Service Management (xSM)”? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
ITIL For All: Business Services Expands Across The Enterprise ITIL For All: Business Services Expands Across The Enterprise

ITIL For All: Business Services Expands Across The Enterprise

May 6, 2021
ITIL For All: Business Services Expands Across The Enterprise ITIL For All: Business Services Expands Across The Enterprise

Business leaders in functional areas such as HR, Finance and Facilities may not have heard of ITIL but they recognize their business demands better service and support. Without a technical background, they may not understand the importance of ITIL and what it means to the delivery of service and support. ITIL is a framework of […]

Business Insights: Expanding Your Horizons— Beyond IT

May 6, 2021
Business Insights: Expanding Your Horizons— Beyond IT Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Large companies are divided into groups that are naturally independent. These internal departments are not designed to collaborate with each other as much as they are to execute a function or mission for the company. As a result, silos are created, thought processes are constrained, and business goals are unrealized. When business departments do require […]

Business Insights: Expanding Your Horizons— Beyond IT Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Tech Spotlight: Using Your ITSM System for Facility Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Tech Spotlight: Using Your ITSM System for Facility Management

May 6, 2021
Tech Spotlight: Using Your ITSM System for Facility Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Facility management encompasses a wide range of services that ensure the functionality, comfort, safety, and efficiency of your work environment. In general, facility management enables a productive workplace by bringing disparate systems together. While an IT service desk agent ensures the operability of an employee’s desktop technology, for example, a facility manager handles all the […]

Case Study: SunView Software Helps Energize Florida Power & Light (FP&L)

May 6, 2021
Case Study: SunView Software Helps Energize Florida Power & Light (FP&L) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Realizing a Problem Exists is the First Step to Solving It Conventional wisdom has led most people to believe that electric companies need to be stable and reliable—above everything else. While this perception is certainly accurate, utilities also face lesser known, but equally difficult, challenges associated with managing and securing their geographically dispersed infrastructure. Florida […]

Case Study: SunView Software Helps Energize Florida Power & Light (FP&L) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
The Power of Collaboration Through Automation Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The Power of Collaboration Through Automation

April 27, 2021
The Power of Collaboration Through Automation Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the THIRD blog in our series that explains why Collaboration is the Core of Service Management Excellence. In our first blog post, we explained The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-focused experience. In our second article, […]

The Impact of Collaboration on Business Performance

April 20, 2021
The Impact of Collaboration on Business Performance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the SECOND blog in our series that explains why Collaboration is the Core of Service Management Excellence. In our first blog post, we explained The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-focused experience. In this second article, […]

The Impact of Collaboration on Business Performance Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Collaboration is the Core of Service Management Excellence Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Collaboration is the Core of Service Management Excellence

April 14, 2021
Collaboration is the Core of Service Management Excellence Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

In this THREE-PART SERIES, we explain how and why Collaboration is the Core of Service Management Excellence. In Part 1, we discuss The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-focused experience. Offering options in the way that your customers […]

The Value of Omnichannel Self-Service in the Digital Age

April 14, 2021
The Value of Omnichannel Self-Service in the Digital Age Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the FIRST blog in our series that explains how and why Collaboration is the Core of Service Management Excellence. In this article, we explain The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-facing experience. Offering options in the […]

The Value of Omnichannel Self-Service in the Digital Age Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Tech Spotlight: Streamline Your ITSM Processes Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Tech Spotlight: Streamline Your ITSM Processes

April 7, 2021
Tech Spotlight: Streamline Your ITSM Processes Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The most common activity that your IT support agents are involved in every day is handling incoming requests. Your team needs to be ready when a new incident or service request is raised, so they can respond as quickly as possible. However, with requests arriving in so many ways: requests, phone calls, emails, ad hoc, […]

Business Insights: 8 Ways to Super-Charge Your ITSM

April 7, 2021
Business Insights: 8 Ways to Super-Charge Your ITSM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

We have all been there at one time or another… You call into a service desk looking for help, only to be passed from one person to another, waiting on hold each time and having to repeat your story again and again to each person who is ‘there to help you’. If this is happening […]

Business Insights: 8 Ways to Super-Charge Your ITSM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
AI-Based Sentiment Analysis Improves Customer Experience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

AI-Based Sentiment Analysis Improves Customer Experience

March 22, 2021
AI-Based Sentiment Analysis Improves Customer Experience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the THIRD blog in our series that unravels the mystery behind the question What is AITSM and Why Do CIOs Need to Face It? In our first blog post, we explained how AI Enables the Transformation of ITSM in 2021 and Beyond. Our second article examined why Companies Bet BIG on Conversational UI […]

Companies Bet BIG on Conversational UI and Virtual Agents

March 16, 2021
Companies Bet BIG on Conversational UI and Virtual Agents Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the SECOND blog in our series that unravels the mystery behind the question What is AITSM and Why Do CIOs Need to Face It? In our first blog post, we explained how AI Enables the Transformation of ITSM in 2021 and Beyond, while this article examines why companies are investing so much money […]

Companies Bet BIG on Conversational UI and Virtual Agents Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
What is AITSM and Why Do CIOs Need to Face It? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

What is AITSM and Why Do CIOs Need to Face It?

March 8, 2021
What is AITSM and Why Do CIOs Need to Face It? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

In this THREE-PART SERIES, we unravel the mystery behind the question What is AITSM and Why Do CIOs Need to Face It? In Part 1, we explain how AI Enables the Transformation of ITSM in 2021 and Beyond. Once your organization overcomes the paradigm shift involved in moving from a traditional IT Service Management (ITSM) […]

AI Enables the Transformation of ITSM in 2021 and Beyond

March 8, 2021
AI Enables the Transformation of ITSM in 2021 and Beyond Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the FIRST blog in our series that unravels the mystery behind the question What is AITSM and Why Do CIOs Need to Face It? In this article, we explain how AI is enabling the transformation of IT Service Management (ITSM) systems in 2021 and beyond. Our second article examines why Companies Bet BIG […]

AI Enables the Transformation of ITSM in 2021 and Beyond Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Business Insights: AI-Powered IT Service Management (ITSM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Business Insights: AI-Powered IT Service Management (ITSM)

March 1, 2021
Business Insights: AI-Powered IT Service Management (ITSM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

IT Service Management (ITSM) is a customer-focused approach to managing information technology tasks with an emphasis on continually improving efficiency and effectiveness, while reducing cost. The objective of ITSM is to ensure that the right people, processes, and technology are put in place so your organization can achieve its business goals and objectives. When Artificial […]

Tech Spotlight: Willow AI Models

March 1, 2021
Tech Spotlight: Willow AI Models Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

To better help you understand how AI systems like SunView Willow AI™ work, we will give you a behind-the-scenes look at the way AI systems are constructed. What follows is a high-level breakdown of the components of an AI system, an explanation of how the AI system learns, and how that learning is implemented. What […]

Tech Spotlight: Willow AI Models Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
An Interview with SunView Willow AI™ Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

An Interview with SunView Willow AI™

March 1, 2021
An Interview with SunView Willow AI™ Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

In this section of our newsletter, we typically provide a sneak peek into SunView Software’s 2021 Product Pipeline, which reveals some of the significant features that our Engineering Team is currently developing. This month, however, we decided to do something a little different. With the growing popularity of artificial intelligence and AI-powered solutions for businesses, […]

Building a Strong Enterprise Service Management (ESM) Strategy

February 23, 2021
Building a Strong Enterprise Service Management (ESM) Strategy Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the THIRD and final blog in our series that solves the equation that has been puzzling IT professionals ever since the acronym “ESM” gained traction on the Internet: Does ITSM + EAI = ESM? Our first blog explained The Evolution of Enterprise Service Management (ESM). Our second post outlined the steps you should […]

Building a Strong Enterprise Service Management (ESM) Strategy Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Shifting Your Corporate Culture from ITSM to ESM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Shifting Your Corporate Culture from ITSM to ESM

February 16, 2021
Shifting Your Corporate Culture from ITSM to ESM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the SECOND blog in our series that solves the equation that has been puzzling IT professionals ever since the acronym “ESM” gained traction on the Internet: Does ITSM + EAI = ESM? In our first blog post, we explained The Evolution of Enterprise Service Management (ESM), while this article outlines the steps you […]

Does ITSM + EAI = ESM?

February 9, 2021
Does ITSM + EAI = ESM? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

In this THREE-PART SERIES, we will solve the equation that has been puzzling IT professionals ever since the acronym “ESM” gained traction on the Internet: Does ITSM + EAI = ESM? In Part 1, we explain The Evolution of Enterprise Service Management (ESM). Services—in various forms—have been around for hundreds of years. There were (and […]

Does ITSM + EAI = ESM? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Evolution of Enterprise Service Management (ESM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Evolution of Enterprise Service Management (ESM)

February 9, 2021
Evolution of Enterprise Service Management (ESM) Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the FIRST blog in our series that solves the equation that has been puzzling IT professionals ever since the acronym “ESM” gained traction on the Internet: Does ITSM + EAI = ESM? Here, we explain the evolution of Enterprise Service Management (ESM). Our second post outlines the steps you should take for Shifting […]

Business Insights: Enterprise Service Management (ESM) Powered by API Integrations

February 1, 2021
Business Insights: Enterprise Service Management (ESM) Powered by API Integrations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Modern technologies and software that deliver instant access to everything from 1-click purchasing to mobile banking are engrained in almost every aspect of our daily lives—thereby providing people with immediate gratification. Whether you personally consider your employees to be “shrewd go-getters” or “self-proclaimed elites,” modern “knowledge workers” have evolved to expect the same level of […]

Business Insights: Enterprise Service Management (ESM) Powered by API Integrations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Tech Spotlight: Best-Practices for IT Service Management (ITSM) Application Integrations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Tech Spotlight: Best-Practices for IT Service Management (ITSM) Application Integrations

February 1, 2021
Tech Spotlight: Best-Practices for IT Service Management (ITSM) Application Integrations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Companies like Uber, Grubhub, Airbnb, and others have disrupted their industries, transformed customer experiences, and achieved massive valuations over a very short time—using teams that are a fraction of the size of their well-established competitors. You might be wondering, “Good for them, but how did they do it with limited resources? How can I apply […]

Position Your Company for Global Resilience

January 26, 2021
Position Your Company for Global Resilience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the THIRD and final blog in our series discussing Effective IT Asset Management during COVID-19. Our first blog explained how to Manage the Productivity of Your Remote Workforce. Our second post outlined the steps you should take to Secure Your Remote Workforce During and After the COVID Pandemic. Today, we will explain a […]

Position Your Company for Global Resilience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Secure Your Remote Workforce During and After COVID Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Secure Your Remote Workforce During and After COVID

January 19, 2021
Secure Your Remote Workforce During and After COVID Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the SECOND blog in our series discussing Effective IT Asset Management during COVID-19. Our first blog explained how to Manage the Productivity of Your Remote Workforce, while this article outlines the steps you should take to secure your remote workforce during and after the COVID pandemic. In our final article in this series, […]

Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

January 12, 2021
Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

In this THREE-PART SERIES, we will explore practical ways to effectively manage your company’s IT assets during and after the COVID-19 pandemic. In Part 1, we explain the essentials for Managing the Productivity of Your Remote Workforce. Leadership is still about mobilizing people in your organization around common goals to achieve targeted objectives, but executives […]

Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Manage the Productivity of Your Remote Workforce Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Manage the Productivity of Your Remote Workforce

January 12, 2021
Manage the Productivity of Your Remote Workforce Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This is the FIRST blog in our series discussing Effective IT Asset Management During COVID-19. This blog focuses on how to manage the productivity of your remote workforce. Over the next few weeks, we will outline the steps you should take to Secure Your Remote Workforce During and After the COVID Pandemic and then we […]

Tech Spotlight: Asset Management

January 5, 2021
Tech Spotlight: Asset Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

ChangeGear’s new Asset Management module was designed to help everyone in your company gain a deeper understanding of your organization’s tangible and intangible assets across their lifecycles. Its advanced capabilities can be used to manage valuable company assets such as computer hardware, vehicles, electric generators, artwork, and just about anything else that your company owns. […]

Tech Spotlight: Asset Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Business Insights: Manage Your Assets Better Today Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Business Insights: Manage Your Assets Better Today

January 5, 2021
Business Insights: Manage Your Assets Better Today Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

As we begin 2021, everyone is hopeful that COVID-19 will become a distant memory and life will return to “normal” again. However, we all know that returning to “normal” will never happen. The pandemic caused a seismic shift from conventional tried-and-true methods of doing business to a digital-driven economy that most companies were not (and […]

The Knowledge Gap

September 24, 2020
The Knowledge Gap The Knowledge Gap

We frequently hear from customers that they have more information distributed across their organization than ever before. All too often knowledge management is not a priority, and teams rarely track what users are looking for but cannot find. Information may be inaccessible or unusable by the people that would benefit from it. We call this […]

The Knowledge Gap The Knowledge Gap
Ensuring Exceptional Customer Support Amidst Today’s Data Explosion Ensuring Exceptional Customer Support Amidst Today’s Data Explosion

Ensuring Exceptional Customer Support Amidst Today’s Data Explosion

May 27, 2020
Ensuring Exceptional Customer Support Amidst Today’s Data Explosion Ensuring Exceptional Customer Support Amidst Today’s Data Explosion

“More than 59 zettabytes (ZB) of data will be created, captured, copied, and consumed in the world this year,” according to a new update to the Global DataSphere from International Data Corporation (IDC). In the same forecast, IDC predicts that data creation in the next three years will exceed data creation in the previous 30 years combined. […]

Why ITSM is Critical During COVID-19 For Remote Working

April 16, 2020
Why ITSM is Critical During COVID-19 For Remote Working Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The world has changed dramatically in recent weeks in light of the COVID-19 pandemic. With most major cities and populous areas under quarantine and social distancing becoming the new norm, millions of people around the world have been forced away from the office and are now working from home. This sudden, massive shift to a […]

Why ITSM is Critical During COVID-19 For Remote Working Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Why a Virtual Agent Makes Sense In Good Times and Bad Why a Virtual Agent Makes Sense In Good Times and Bad

Why a Virtual Agent Makes Sense In Good Times and Bad

April 16, 2020
Why a Virtual Agent Makes Sense In Good Times and Bad Why a Virtual Agent Makes Sense In Good Times and Bad

Given recent events, I have received a number of questions around business continuity. Let me be clear, that while COVID-19 has placed a new emphasis on business continuity, it should not be a temporary conversation that stops once a vaccine is created. Preparing for the unexpected is critical for every business. It should be done […]

Today’s Virtual Agent: What You Should Expect

April 6, 2020
Today’s Virtual Agent: What You Should Expect Today’s Virtual Agent: What You Should Expect

I am fascinated by how technology in the artificial intelligence space is evolving. Some concepts are still in the ideation phase, while others are productized and available today. The steady rise of chatbots and virtual agents demonstrates how technology is playing a larger role than ever in the world of service and support. As a […]

Today’s Virtual Agent: What You Should Expect Today’s Virtual Agent: What You Should Expect
We Are Here For You We Are Here For You

We Are Here For You

March 24, 2020
We Are Here For You We Are Here For You

The global pandemic and economic crisis is a challenge for everyone. I want to let you know that we focused on our customers and partners. Meeting their needs. Answering questions. Leveraging technologies to keep business operational. Our service and support has not been impacted and we continue to offer 24 x 7 availability. Our goal […]

Why Knowledge Elevates The Power Of A Virtual Agent

January 24, 2020
Why Knowledge Elevates The Power Of A Virtual Agent Why Knowledge Elevates The Power Of A Virtual Agent

The term Artificial Intelligence is becoming common place. Companies are actively implementing chatbots and more advanced, intelligent virtual agents. We are rapidly finding technologies and processes to improve service management, drive lower cost and faster resolution. The end result is improved customer service (internal and external) and greater efficiencies. Yet, this is just the tip […]

Why Knowledge Elevates The Power Of A Virtual Agent Why Knowledge Elevates The Power Of A Virtual Agent
The Anatomy of Hiring an AI-Driven Virtual Agent The Anatomy of Hiring an AI-Driven Virtual Agent

The Anatomy of Hiring an AI-Driven Virtual Agent

December 17, 2019
The Anatomy of Hiring an AI-Driven Virtual Agent The Anatomy of Hiring an AI-Driven Virtual Agent

Technology is becoming increasingly advanced, so much so, that virtual agents (VA) or chatbots can automate vital business functions, once only performed by human employees. As businesses grow, one of the most challenging questions modern leaders face is, should we hire more human employees or explore automation using artificial intelligence (AI)? The fact of the […]

Artificial Intelligence Is Here To Stay But Don’t Worry!

December 10, 2019
Artificial Intelligence Is Here To Stay But Don’t Worry! Artificial Intelligence Is Here To Stay But Don’t Worry!

It’s that time again. Predictions for the next year are rolling in and Artificial Intelligence (AI) is on everyone’s radar. I expect that will re-ignite the fear that AI technology will replace people. Fear sells articles and the idea of machines not just taking over people’s jobs, but turning evil is what movies are made […]

Artificial Intelligence Is Here To Stay But Don’t Worry! Artificial Intelligence Is Here To Stay But Don’t Worry!
New ISM Dashboard. Bring it on! New ISM Dashboard. Bring it on!

New ISM Dashboard. Bring it on!

November 12, 2019
New ISM Dashboard. Bring it on! New ISM Dashboard. Bring it on!

One of the things I love about working with customers is the opportunity to get feedback on our products and come back with improved solutions to their challenges. The introduction of our new dashboard for Serviceaide’s Intelligent Service Management (ISM) product is a great example. After a round of beta testing, we are launching the […]

Passion and Innovation Thrive at SpiceWorld the last week of September

October 3, 2019
Passion and Innovation Thrive at SpiceWorld the last week of September Passion and Innovation Thrive at SpiceWorld the last week of September

Last week we set up shop in the Startup Zone at SpiceWorld in Austin.   Two of our best and brightest product and account experts attended:  Rich Graves and Mark Surles.  They shared their perspectives below. If you haven’t attended, SpiceWorld is one of the most lively IT shows with over 2,500 attendees and 1,200 organizations […]

Passion and Innovation Thrive at SpiceWorld the last week of September Passion and Innovation Thrive at SpiceWorld the last week of September
Buckle Up: Artificial Intelligence in Enterprise Service Management Is Already Here Buckle Up: Artificial Intelligence in Enterprise Service Management Is Already Here

Buckle Up: Artificial Intelligence in Enterprise Service Management Is Already Here

September 19, 2019
Buckle Up: Artificial Intelligence in Enterprise Service Management Is Already Here Buckle Up: Artificial Intelligence in Enterprise Service Management Is Already Here

The drive for digital transformation across entire organizations invites AI-driven chatbot technology to improve employee engagement and efficiency. (IT) service management is no longer dedicated to IT, and rightly so. IT purpose-built tools have become so flexible that tool functionality easily extends across department lines to serve enterprise-wide service management needs. ITSM tools are becoming […]

Enterprise Service Management and the Employee Experience: The New Frontier in Digital Transformation

August 22, 2019
Enterprise Service Management and the Employee Experience: The New Frontier in Digital Transformation Enterprise Service Management and the Employee Experience: The New Frontier in Digital Transformation

Conversations in the C-suite of just about every business focus on how to harness the power of today’s digital tools to drive growth, improve the bottom line, and improve the customer experience. However, as competition to hire top talent heats up, they are also looking to fund initiatives that focus on employee experience and retention. […]

Enterprise Service Management and the Employee Experience: The New Frontier in Digital Transformation Enterprise Service Management and the Employee Experience: The New Frontier in Digital Transformation
Can chatbots really improve digital employee experience? Can chatbots really improve digital employee experience?

Can chatbots really improve digital employee experience?

July 25, 2019
Can chatbots really improve digital employee experience? Can chatbots really improve digital employee experience?

Bright Horse always look for new innovations, tools and services that can help our customers on their service maturity journey. Everywhere, the talk is of artificial intelligence (AI), machine learning (ML) and NLP (Natural language processing), and the rise of chatbots and virtual agents are seen as core routes to improving the experience of IT […]

Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support

June 24, 2019
Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support

Although some businesses blend desktop support and help desk functions together, in many companies there is no overlap between them. This can lead to chronic problems. Intelligent chatbots, also called virtual agents, address these issues by bridging the gap between the two teams. Fully Formed A key role of a help desk is to triage tickets […]

Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support Intelligent Chatbots Bridge the Gap Between Help Desk and Desktop Support
Serviceaide – AWS Partner | APN Advanced Technology Partner serviceaide-aws-partner-apn-advanced-technology-partner

Serviceaide – AWS Partner | APN Advanced Technology Partner

June 24, 2019
Serviceaide – AWS Partner | APN Advanced Technology Partner serviceaide-aws-partner-apn-advanced-technology-partner

Serviceaide is now an Advanced Technology Partner of the AWS Partner Network (APN) APN Technology Partners provide software solutions that are either hosted on, or integrated with, the AWS platform. Technology Partners include Independent Software Vendors (ISVs), SaaS, PaaS, developer tools, management and security vendors. Serviceaide lets you focus less on problem resolution and more […]

Virtual Agents Democratize Knowledge Sharing

June 6, 2019
Virtual Agents Democratize Knowledge Sharing Virtual Agents Democratize Knowledge Sharing

News travels fast, according to a famous idiom. Or, more accurately, bad news travels fast. There is, however, little evidence to confirm that the speed of propagation of one type of news differs from that of another. I am aware of an exception though. The information acquired by a virtual agent is instantly available to […]

Virtual Agents Democratize Knowledge Sharing Virtual Agents Democratize Knowledge Sharing
Serviceaide and Shadow Channels Serviceaide and Shadow Channels

Serviceaide and Shadow Channels

May 15, 2019
Serviceaide and Shadow Channels Serviceaide and Shadow Channels

The Technology Sales Channel is Changing I’ve spent much of my career working within, thinking about and researching technology sales. While there are certain tried and true paths to success, the past few years have seen new channels emerges, ones that don’t always run directly through the CIO’s office. To illustrate this change let’s focus […]

7 Things to Consider When Choosing a Virtual Agent

April 23, 2019
7 Things to Consider When Choosing a Virtual Agent 7 Things to Consider When Choosing a Virtual Agent

There’s seldom a day goes by when I don’t see news about artificial intelligence. And rightly so—the maturity of AI is improving rapidly and the potential for transformation is unprecedented. Chatbots are getting a lot of attention. Some chatbots are relatively simple and limited to answering questions with pre-loaded answers, while others are intelligent and […]

7 Things to Consider When Choosing a Virtual Agent 7 Things to Consider When Choosing a Virtual Agent
A Virtual Agent Will Future-Proof Your Help Desk A Virtual Agent Will Future-Proof Your Help Desk

A Virtual Agent Will Future-Proof Your Help Desk

April 10, 2019
A Virtual Agent Will Future-Proof Your Help Desk A Virtual Agent Will Future-Proof Your Help Desk

One thing that is constant in the modern workplace is change. And, while no one can predict the future with certainty, it’s clear that help desk teams need an IT service management solution that evolves its functionality—not only are IT teams being asked to manage an increasingly complex array of apps, devices, and systems, customers […]

Offload Tasks to Your Virtual Agent Within Minutes of Logging in for the First Time

March 26, 2019
Offload Tasks to Your Virtual Agent Within Minutes of Logging in for the First Time Offload Tasks to Your Virtual Agent Within Minutes of Logging in for the First Time

Innovative and rapidly maturing technologies such as artificial intelligence provide leaders with unprecedented opportunities to transform business. And, while some programs involving artificial intelligence can be complex and require many people and many months to implement, you shouldn’t assume that these characteristics apply to every project that involves artificial intelligence. Luma is a virtual agent […]

Offload Tasks to Your Virtual Agent Within Minutes of Logging in for the First Time Offload Tasks to Your Virtual Agent Within Minutes of Logging in for the First Time
Customer is King – Providing a Seamless and High-Quality Customer Experience Customer is King – Providing a Seamless and High-Quality Customer Experience

Customer is King – Providing a Seamless and High-Quality Customer Experience

January 24, 2019
Customer is King – Providing a Seamless and High-Quality Customer Experience Customer is King – Providing a Seamless and High-Quality Customer Experience

Customers are indispensable assets for any size and type of organization. They require excellent products and services to build trust, remain loyal, and return time and time again. Failure to provide an excellent customer experience will threaten the survival of your organization. So, what is customer experience and why is it important? Customer experience is […]

There’s No Limit to Where a Virtual Agent Can Help

January 9, 2019
There’s No Limit to Where a Virtual Agent Can Help There’s No Limit to Where a Virtual Agent Can Help

The best virtual agents can avoid the need for some tickets to be submitted to help desk by offering up information that a user can use to self-service an issue or by resolving the issue directly by triggering an automated workflow such as a password reset. When a ticket does need to be submitted a […]

There’s No Limit to Where a Virtual Agent Can Help There’s No Limit to Where a Virtual Agent Can Help
It’s Easier Than You Think It’s Easier Than You Think

It’s Easier Than You Think

December 12, 2018
It’s Easier Than You Think It’s Easier Than You Think

Technology is meant to make our lives easier. In reality, however, implementing new software can be painful, and every one of us has struggled through our own deployment nightmares. Many people, consequently, are apprehensive about implementing new and better solutions. Serviceaide is passionate about enabling you to deploy innovative solutions that have the potential to […]

24×7 Customer Service Without Additional Headcount

November 28, 2018
24×7 Customer Service Without Additional Headcount 24×7 Customer Service Without Additional Headcount

Every IT service desk has the goal of providing great experiences to its customers. Indeed, in a recent poll by HDI, 71% of organizations said that improving customer experiences was a key factor motivating new technology implementations or upgrades. Providing round the clock support is a key theme of almost any strategy created to deliver […]

24×7 Customer Service Without Additional Headcount 24×7 Customer Service Without Additional Headcount
The Revolution Will Not Be Televised The Revolution Will Not Be Televised

The Revolution Will Not Be Televised

November 7, 2018
The Revolution Will Not Be Televised The Revolution Will Not Be Televised

Innovative technologies such as artificial intelligence, natural language processing, and machine learning, provide unprecedented opportunities to transform the efficiency of IT service desks. It’s crucial, however, that these technologies be applied in ways that evolve service desks and empower organizations, without disrupting them. Users expect more Research shows that a major reason why people avoid […]

Do You Speak My Language?

October 24, 2018
Do You Speak My Language? Do You Speak My Language?

Human interactions have decreased as businesses become increasingly computerized. And, although automation increases IT service desk efficiencies and improves costs, the heavy focus on traditional automation methods has caused the experiences of end users to suffer. Business is inherently human and employees want their engagements with the service desk to be conversational. This is a […]

Do You Speak My Language? Do You Speak My Language?
4 Real-Life Enterprise Service Management Examples Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

4 Real-Life Enterprise Service Management Examples

October 19, 2018
4 Real-Life Enterprise Service Management Examples Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

When you’re going to invest in a technological solution, you want to be certain that you’re making the right choice. Reading or hearing about case studies of customers that have implemented the same solution not only provides a sense of reassurance, it also might spark new use cases you might not have considered previously. The […]

A Brighter Era for IT Service Desks

October 11, 2018
A Brighter Era for IT Service Desks A Brighter Era for IT Service Desks

For several decades, there has been a relentless increase in the complexity of running an information technology organization. IT teams have worked diligently to keep pace. One of the first ideas was the creation of service desks providing telephone support. From the beginning, however, providing assistance by phone had scale issues—the growing volume of requests […]

A Brighter Era for IT Service Desks A Brighter Era for IT Service Desks
Why Should Businesses Invest in Virtual Support Agents Now? Why Should Businesses Invest in Virtual Support Agents Now?

Why Should Businesses Invest in Virtual Support Agents Now?

September 12, 2018
Why Should Businesses Invest in Virtual Support Agents Now? Why Should Businesses Invest in Virtual Support Agents Now?

Are you wondering how a virtual support agent can benefit your company? Well, you’re not alone. Gartner predicts that upwards of “25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020.” Since Luma, our Virtual Support Agent (VSA), is being adopted at an accelerating pace this […]

Making Sense of (or Defining) AI in IT Service Management

August 24, 2018
Making Sense of (or Defining) AI in IT Service Management Making Sense of (or Defining) AI in IT Service Management

In the course of our writing for the new Serviceaide blog, we want to tackle the topics, tools and issues around IT service and customer support that interest you most. To that point, what is more compelling, powerful, and often misunderstood than Artificial intelligence (AI)? AI has made huge strides in recent years, and chatbots […]

Making Sense of (or Defining) AI in IT Service Management Making Sense of (or Defining) AI in IT Service Management
What’s AI’s Impact on ITIL? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

What’s AI’s Impact on ITIL?

August 22, 2018
What’s AI’s Impact on ITIL? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

When ITIL was introduced in the 1980s, its goal was to create a set of best practices for the use of IT in government. Over the years, ITIL’s usage has broadened outside the sphere of government and is now utilized the world over to make IT departments more efficient and effective. Developments in technology have […]

How Service Catalogs Improve Employee Productivity

August 15, 2018
How Service Catalogs Improve Employee Productivity How Service Catalogs Improve Employee Productivity

Well-implemented Service Catalogs can improve support efficiency and reduce IT costs. But when considering the value of a Service Catalog to a business, the support team also needs to take an “It’s not about me, it’s all about you” perspective. In a previous post, we showed you how a well-implemented Service Catalog improves IT efficiency […]

How Service Catalogs Improve Employee Productivity How Service Catalogs Improve Employee Productivity
4 Ways to Reduce Workload on the Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

4 Ways to Reduce Workload on the Service Desk

August 15, 2018
4 Ways to Reduce Workload on the Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

If we’ve learned anything from the rise of digital transformation, it’s that organizations often struggle to keep pace with the increase in requests on the service desk. Year over year, organizations are taking on more end users, applications, systems, and devices. As the enterprise continues to embrace digital services and ESM, IT must get better […]

Once Science Fiction, Then Online Companions, Can Virtual Agents Now Improve Your Support Model?

August 10, 2018
Once Science Fiction, Then Online Companions, Can Virtual Agents Now Improve Your Support Model? Once Science Fiction, Then Online Companions, Can Virtual Agents Now Improve Your Support Model?

Until the last couple of years, the topic of “AI” still conjured thoughts of science fiction for many. Now it’s becoming the buzziest of everyday terms. In our new white paper Will Virtual Agents Improve Your Support Model? we take on a key application of AI, as Dale Clark provides an easy-to-comprehend explanation of the technology underpinnings […]

Once Science Fiction, Then Online Companions, Can Virtual Agents Now Improve Your Support Model? Once Science Fiction, Then Online Companions, Can Virtual Agents Now Improve Your Support Model?
The Virtuous Cycle of Knowledge Capture and Use The Virtuous Cycle of Knowledge Capture and Use

The Virtuous Cycle of Knowledge Capture and Use

July 27, 2018
The Virtuous Cycle of Knowledge Capture and Use The Virtuous Cycle of Knowledge Capture and Use

A support organization’s success is fully dependent on the actionable knowledge available to their team. Much of that knowledge comes directly from the experience and background of the support team members. But the days have long since passed when it was reasonable to expect the support team to have direct knowledge of the ever-expanding combination […]

Automate IT Service Management with over 1,000 integrations – No Coding Required!

June 27, 2018
Automate IT Service Management with over 1,000 integrations – No Coding Required!

“The Zap was very easy to setup and the customization options are very useful.”– David Shears, Systems Engineer, MNI Services Ltd. Organizations today are using an ever-increasing number of applications to support their employees and customers. These apps add tremendous value to the company but often add complexity for the support team to manage. The support […]

Automate IT Service Management with over 1,000 integrations – No Coding Required!
Creating new conversational skills for Luma is now as simple as 1, 2, 3 Creating new conversational skills for Luma is now as simple as 1, 2, 3

Creating new conversational skills for Luma is now as simple as 1, 2, 3

June 11, 2018
Creating new conversational skills for Luma is now as simple as 1, 2, 3 Creating new conversational skills for Luma is now as simple as 1, 2, 3

Users prefer the real-time and conversational nature of phone support, but for support teams it’s extremely expensive to staff to meet customer demand in the modern 24×7 work week. So, users are pushed to self-service interfaces and catalogs. Because these tools are built by support, often using their IT terminology, these tools can be hard […]

Serviceaide team enjoyed being a first-time exhibitor Ingram Micro Cloud Summit

June 6, 2018
Serviceaide team enjoyed being a first-time exhibitor Ingram Micro Cloud Summit Serviceaide team enjoyed being a first-time exhibitor Ingram Micro Cloud Summit

What a show! The Serviceaide team enjoyed being a first-time exhibitor at the 9th annual Ingram Micro Cloud Summit place in sunny Boca Raton, Florida. The Ingram Micro gathering was a great place to meet up with resellers, service providers and cloud technology companies. Partnerships are crucial to business in the cloud, and the event […]

Serviceaide team enjoyed being a first-time exhibitor Ingram Micro Cloud Summit Serviceaide team enjoyed being a first-time exhibitor Ingram Micro Cloud Summit
Luma shines bright for CA SDM customers Luma shines bright for CA SDM customers

Luma shines bright for CA SDM customers

June 4, 2018
Luma shines bright for CA SDM customers Luma shines bright for CA SDM customers

Customers of CA Technologies’ ITSM Suite and some earlier Service Desk Manager versions are getting an opportunity for exciting new capabilities from a somewhat unlikely source – Serviceaide. CA Technologies recently signed a partner agreement with Serviceaide to smooth the way for CA customers to use Serviceaide’sLuma SaaS-based virtual agent technology with existing SDM implementations. And Serviceaide […]

Welcome to a Vibrant New Source for AI and IT Service Management

May 30, 2018
Welcome to a Vibrant New Source for AI and IT Service Management Welcome to a Vibrant New Source for AI and IT Service Management

In the not so distant past, if you asked me about significant updates, or the general state of IT support/IT Service Management (ITSM); the answer was inevitably “not much has changed”. In fact, very little has been done over the years to simplify core processes and improve productivity. Serviceaide was founded to rewrite the ITSM […]

Welcome to a Vibrant New Source for AI and IT Service Management Welcome to a Vibrant New Source for AI and IT Service Management
Why Change Management is Critical in Light of GDPR Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Why Change Management is Critical in Light of GDPR

May 16, 2018
Why Change Management is Critical in Light of GDPR Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

By the end of this month, four letters will change your business forever: GDPR. GDPR stands for “General Data Protection Regulation,” and it’s a piece of legislation in the EU designed to protect consumer information. It will go into effect on May 25, 2018, and it will have an impact far beyond the EU’s borders. […]

Managing Risk Compliance Throughout the Change Management Process

March 22, 2018
Managing Risk Compliance Throughout the Change Management Process Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Raise your hand if this situation sounds familiar: you need to make changes within your organization, and these changes are crucial and quite urgent. At the same time, there are regulations that might get in the way of these changes. How do you navigate regulatory compliance while implementing vital changes at your company? The answer […]

Managing Risk Compliance Throughout the Change Management Process Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Four Ways to Improve IT Change Management Best Practices Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Four Ways to Improve IT Change Management Best Practices

March 7, 2018
Four Ways to Improve IT Change Management Best Practices Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

John F. Kennedy once said, “Change is the law of life. And those who look to the past or the present are certain to miss the future.” By now, you would think that humans would understand that change is constant. However, when it comes to managing change within the enterprise, challenges abound. These challenges are […]

IT Security: How to Manage Employee Offboarding the Right Way

December 15, 2017
IT Security: How to Manage Employee Offboarding the Right Way Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The IT department has a lot to worry about these days. From the weighing demands of the CIO in light of digital transformation, to preparing for IT outages during times of disaster, not a day goes by without a new challenge to tackle. Some concerns that are always top of mind for IT are the […]

IT Security: How to Manage Employee Offboarding the Right Way Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
CMDB Versus Asset Management: What’s the Difference? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

CMDB Versus Asset Management: What’s the Difference?

November 15, 2017
CMDB Versus Asset Management: What’s the Difference? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

For those who are new to ITIL and ITSM, there is often confusion surrounding the management of IT assets and CIs, and how it figures into the greater scheme of the IT organization. After all, ITSM (and enterprise service management in general) refers to the model for designing, delivering, managing and improving the way IT […]

5 Ways to Reduce Service Desk Costs

November 10, 2017
5 Ways to Reduce Service Desk Costs Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

What is the number one dilemma of the CIO trying to support and bring value to the business? While managing a core IT staff and driving innovation through technological services are primary concerns, the main priority that is always top-of-mind usually comes down to one thing – cost. How much overhead cost will it take […]

5 Ways to Reduce Service Desk Costs Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
What Are the Benefits of Enterprise Service Management (ESM)? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

What Are the Benefits of Enterprise Service Management (ESM)?

October 18, 2017
What Are the Benefits of Enterprise Service Management (ESM)? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Lately, you may have heard a lot about Enterprise Service Management (ESM) and even more about the value of carrying over established industry best practices from ITSM to serve greater functions of the business beyond simply IT. To start, it may be best to get a refresher about IT Service Management, ITIL, and their respective […]

Improving Service Delivery through Metrics

September 22, 2017
Improving Service Delivery through Metrics Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

I want you to think about all the different types of organizations you may have worked for. Whether they were Finance, Communications, Energy, Agriculture, or Transport organizations when they had limitations in getting their service delivery to the next level they likely had limitations on how they viewed their metrics. Why? It’s simple; we (as […]

Improving Service Delivery through Metrics Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Tips for Avoiding IT Outages During a Disaster Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Tips for Avoiding IT Outages During a Disaster

September 6, 2017
5 Tips for Avoiding IT Outages During a Disaster Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

We are deep into the throngs of hurricane season. Following the catastrophic events in Houston from Hurricane Harvey and the looming threat of the now category five Hurricane Irma approaching Florida from the Atlantic, thousands of people and businesses are either preparing for the worst, or recovering from absolute disaster. For IT teams, keeping systems […]

Understanding IT Change Management vs. Organizational Change

August 29, 2017
Understanding IT Change Management vs. Organizational Change Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

On its surface, the term change management can seem somewhat broad and ambiguous, yet it holds highly specific meanings depending on how it’s used within the enterprise. A simple google search will return varying degrees of how CIOs and IT organizations think of change and what those management concepts mean for both the people and […]

Understanding IT Change Management vs. Organizational Change Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
APM vs. NPM: Know the Difference Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

APM vs. NPM: Know the Difference

August 9, 2017
APM vs. NPM: Know the Difference Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The enterprise sure likes its acronyms. ITSM, ITIL, ITOM… it seems like there is no shortage of tools, software, methodologies and best practice abbreviations popping up on vendor websites and analyst reports. And just like the aforementioned segments, there are often misinterpretations or confusion among those new to the IT industry when trying to describe […]

10 Ways to Improve Your End User Experience

July 28, 2017
10 Ways to Improve Your End User Experience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

This entry is written as part of “The End User Advocate” blog series, an informal examination of IT processes and the people who interact with them. When your end users have a problem, they don’t want to spend hours on the phone trying to resolve it. Attention spans are going increasingly short and users want […]

10 Ways to Improve Your End User Experience Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
10 Reasons Why You Should Consider an ITIL Certification Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

10 Reasons Why You Should Consider an ITIL Certification

July 25, 2017
10 Reasons Why You Should Consider an ITIL Certification Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

For years now, ITIL (formerly known as the IT Infrastructure Library) has remained the cornerstone and industry-standard best practice framework for supporting, managing and aligning IT Service Management with the needs of the business. Trademarked by AXELOS, ITIL acts as a governing agent for IT, and uses the ITIL Service Lifecycle to map the entire […]

5 Use Cases for AI on the IT Service Desk

July 10, 2017
5 Use Cases for AI on the IT Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

There has already been much written about the rise of artificial intelligence (AI); and machine learning and chatbots in particular. Some of this media attention is in awe of the technology itself – and yes, it is super smart. But some of it talks to “the machines” taking our jobs, which might be a concern […]

5 Use Cases for AI on the IT Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
Why is ITIL Critical in Today’s IT Environment? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Why is ITIL Critical in Today’s IT Environment?

June 22, 2017
Why is ITIL Critical in Today’s IT Environment? Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

There’s a great deal of information available on the Internet regarding ITIL and why it continues to be the industry standard for governing ITSM (Information Technology Service Management) in the enterprise. However, it can be confusing to read and digest this vast amount of information and come away with a clear understanding of how adopting […]

3 Ways Higher Ed Institutions Can Benefit From ITSM

June 19, 2017
3 Ways Higher Ed Institutions Can Benefit From ITSM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Along with most internal IT departments, in either the private or public sectors, higher education institutions continue to need to provide IT support to their end users – students, faculty members, and other employees – in line with what now seems like an age-old mantra of “doing more with less.” But it’s no longer just […]

3 Ways Higher Ed Institutions Can Benefit From ITSM Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
3 Ways That ITIL Can Support IT Healthcare Organizations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

3 Ways That ITIL Can Support IT Healthcare Organizations

March 16, 2017
3 Ways That ITIL Can Support IT Healthcare Organizations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The Health Insurance Portability and Accountability Act (HIPAA) compliance mandate is always a top of mind concern for any IT decision-maker involved in the healthcare sector. MedicineNet defines HIPAA as, “A US law designed to provide standards to protect patients’ medical records and other health information provided to health plans, doctors, hospitals and other health […]

5 Common Service Desk Mistakes and How to Avoid Them

March 15, 2017
5 Common Service Desk Mistakes and How to Avoid Them Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

People like to talk and write about the future of IT service management (ITSM). It might be because it seems cooler than the ITSM status quo. It might also be because people don’t want to retread over the same ground gain – after all, blogging has been around since the start of the millennium. However, […]

5 Common Service Desk Mistakes and How to Avoid Them Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
10 Tips for Improving Your Service Desk’s Knowledge Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

10 Tips for Improving Your Service Desk’s Knowledge Management

February 1, 2017
10 Tips for Improving Your Service Desk’s Knowledge Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Over the last couple of years, the importance of knowledge management to IT service management (ITSM) and service desk operations in particular has increased. IT organizations are tasked with “doing more with less (people)” – or the growing complexity of the IT estate, including the continuing impact of bring your own device (BYOD) and “shadow […]

10 of the Best ITSM and Service Desk Blog Sites

January 25, 2017
10 of the Best ITSM and Service Desk Blog Sites Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Every now and then someone will ask “What are the best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?” There are of course many paid-for information sources, such as industry analyst firms, and while I might cheekily state that people should seek help and advice from their ITSM […]

10 of the Best ITSM and Service Desk Blog Sites Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Quick Tips: Finding Success With Problem Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Quick Tips: Finding Success With Problem Management

December 30, 2016
5 Quick Tips: Finding Success With Problem Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Every business is at least a little bit different from other companies. As no two organizations are the same, finding technologies that will have the same positive impact on distinct businesses can be difficult. This isn’t to say that out-of-the-box software is not valuable, but instead to point out that companies will need to develop […]

3 ITSM Modules That Serve as Stepping Stones to IT Maturity

December 29, 2016
3 ITSM Modules That Serve as Stepping Stones to IT Maturity Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Becoming a mature IT organization is the goal of just about every IT department. Even if an organization’s IT team is comprised of one expert who works with different solution providers to flesh out technology services, that individual will want to develop efficient, streamlined operations. Large organizations need to strive for IT maturity or risk […]

3 ITSM Modules That Serve as Stepping Stones to IT Maturity Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
4 Ways to Improve IT Service Delivery Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

4 Ways to Improve IT Service Delivery

October 13, 2016
4 Ways to Improve IT Service Delivery Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

New innovations in automation, artificial intelligence and machine learning have made a major impact on the new digital workplace and have opened the door for new possibilities as well as new challenges. How can IT organizations leverage these technologies to improve the agility and overall quality of their IT service delivery? The Challenges Ahead Today’s […]

3 Types of Incidents You Must Be Prepared to Deal With

December 16, 2015
3 Types of Incidents You Must Be Prepared to Deal With Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Many types of incidents will come through the IT help desk during an average month, but a few specific categories stand out as needing extra attention. Organizations can create a support ecosystem that gets them through everyday tasks, but unless they are able to deal with the unconventional incidents, their help desk teams will always […]

3 Types of Incidents You Must Be Prepared to Deal With Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
3 Reasons to Prioritize Incident Management in Your ITSM Plans Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

3 Reasons to Prioritize Incident Management in Your ITSM Plans

December 9, 2015
3 Reasons to Prioritize Incident Management in Your ITSM Plans Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Establishing an effective incident management strategy is critical if you want to be able to step forward into mature IT service management configurations. Advanced ITSM modules may come across as more exciting than incident management, but you need the core gains offered by incident-focused advances to move forward. Think of it this way – what […]

5 Steps to Employing Effective Configuration Management Database

June 24, 2015
5 Steps to Employing Effective Configuration Management Database Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Configuration management databases (CMDB) are invaluable in giving organizations better transparency and control over their IT operations. This is possible because a well-maintained CMDB identifies all of the configuration items within the IT setup, defines how they relate to one another and provides a roadmap for how different processes revolve around those systems. Want to […]

5 Steps to Employing Effective Configuration Management Database Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Elements That Make Up the ITIL Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Elements That Make Up the ITIL Service Desk

April 9, 2015
5 Elements That Make Up the ITIL Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The IT Infrastructure Library has established best practices and operational frameworks to help organizations provide efficient and reliable IT service management processes. This process began decades ago when ITIL initially emerged as a leading ITSM framework, and the reference guide has continually evolved and matured over time. Frequent updates and additions to ITIL have made […]

4 Things to Consider During Continual Service Improvement

February 19, 2015
4 Things to Consider During Continual Service Improvement Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The continual service improvement phase of The IT Infrastructure Library is a strategic period focused on finding ways to make consistent updates and upgrades to a company’s IT service management strategies. The need to both understand exactly where a company’s ITSM plans rest in the moment and where they need to go moving forward makes […]

4 Things to Consider During Continual Service Improvement Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Best Practices for Incident Escalations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Best Practices for Incident Escalations

January 5, 2015
5 Best Practices for Incident Escalations Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Incident escalations are one of those nitty-gritty IT service desk issues that have a huge impact on everyday operations. Well-implemented strategies for escalating incidents can ensure quality response times are maintained, keep high-level engineers focused on the most important projects and help your support staff move quickly and efficiently through service requests. However, poor incident […]

5 Key Elements of Change Management

November 17, 2014
5 Key Elements of Change Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

A change management solution can play a key role in helping organizations establish a stable, consistent IT environment. Building this type of setup hinges on having a change management solution in place that complements broad IT service management plans and provides the control, communication tools and governance companies need when handling change operations. Finding a […]

5 Key Elements of Change Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
3 Ways to Minimize Disruption When Deploying a New Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

3 Ways to Minimize Disruption When Deploying a New Service Desk

June 3, 2014
3 Ways to Minimize Disruption When Deploying a New Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Avoiding an IT service desk upgrade because the deployment is so complex is not unusual. Establishing a service desk setup can be an incredibly complex and difficult process that involves tightly integrating the service management modules into the broad IT infrastructure and changing end-user processes to align with service desk capabilities. In many cases, the […]

4 Ways to Use Advanced Analytics in Service Desk Forecasting

May 15, 2014
4 Ways to Use Advanced Analytics in Service Desk Forecasting Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Data analytics processes are starting to have an impact on just about every operational sector, including the IT service desk. Organizations that apply analytics processes to their service management strategies can position themselves to take full advantage of their personnel and technology resources. The end result is a much more streamlined, intuitive service desk setup […]

4 Ways to Use Advanced Analytics in Service Desk Forecasting Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Service Desk Tools That IT Teams in Banking Need Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Service Desk Tools That IT Teams in Banking Need

April 9, 2014
5 Service Desk Tools That IT Teams in Banking Need Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Financial institutions face unique technology challenges that demand incredible precision and efficiency in day-to-day IT operations. Banks increasingly need to deploy robust IT applications and services to meet the needs of internal users and consumers that are moving toward online and mobile forms of financial services. This creates an environment in which complexity is common […]

4 Steps to Creating an ITIL-Based Service Management Plan

March 17, 2014
4 Steps to Creating an ITIL-Based Service Management Plan Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The IT Infrastructure Library features such a complex and fully-featured set of best practices that it can be hard for IT leaders to get started with the advance service management framework. One way to overcome this barrier and get ITIL-based service management plans off to a good start is to begin differentiating between various types […]

4 Steps to Creating an ITIL-Based Service Management Plan Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
4 Examples of Change Management in Action – Manufacturing Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

4 Examples of Change Management in Action – Manufacturing

March 6, 2014
4 Examples of Change Management in Action – Manufacturing Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Discussions of change management often focus on IT operations, but there are many segments in which organizations must carefully assess their procedures in a variety of areas and consider implementing change-focused solutions. This requirement is clear in the manufacturing segment, where information and operations technologies often interact in ways that create unique challenges. In manufacturing, […]

5 Keys to Developing an End User Training Plan

June 17, 2013
5 Keys to Developing an End User Training Plan Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

End-user training is one of the keys to the successful implementation of any software. In this series of blog posts, I will provide an overview of the process. Although I am not personally a trainer or instructional designer, I did work with some talented professionals in a previous role as Project Manager for a distance […]

5 Keys to Developing an End User Training Plan Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Strategies for Implementing a Successful Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Strategies for Implementing a Successful Service Desk

April 8, 2013
5 Strategies for Implementing a Successful Service Desk Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Technology drives efficiency in nearly every company today. The dependency on technology for productivity drives the need for efficient processes for resolving technology incidents. Every company needs an effective support organization powered by Service Desk automation. A proficient Service Desk can prevent employees from wasting hours of their time on something that could be solved […]

The 3 Views of an IT Service Catalog

January 28, 2013
The 3 Views of an IT Service Catalog Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Here at SunView Software, we often help our customers insure that their Service Catalog is working efficiently and helping all of their line-of-business customers. Today’s post is all about efficient use of your Service Catalog. Oh, you don’t yet have a Service Catalog, then you have come to the right blog post. In Defining IT […]

The 3 Views of an IT Service Catalog Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
3 Reasons to Separate your Service Requests from Incident & Change Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

3 Reasons to Separate your Service Requests from Incident & Change

November 8, 2012
3 Reasons to Separate your Service Requests from Incident & Change Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

A great way to drive your IT Organization’s maturity to the next level is to separate your standard requests from break/fix type of incident tickets. This helps to free up the Service Desk to better manage Incident types that are not standard low impact changes. It is not unusual for an organization to start with […]

The 4 Steps in ITIL Service Portfolio Management

October 16, 2012
The 4 Steps in ITIL Service Portfolio Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

One of the most important roles an IT Organization can provide is the Lifecycle Management or Portfolio Management of their services. This requires a high level of maturity for the organization but is an advanced step in the implementation of an ITIL-based ITSM solution. By building your ITSM solution around an ITIL-based framework, you can […]

The 4 Steps in ITIL Service Portfolio Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
4 Key Reasons to Implement an IT Service Catalog Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

4 Key Reasons to Implement an IT Service Catalog

October 9, 2012
4 Key Reasons to Implement an IT Service Catalog Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

The purpose of a Service Catalog is to help your users understand how the IT organization can help them do their jobs. An ITIL-based Service Catalog allows your customers to know: what will be delivered, when it will be delivered, what it will cost and what is the expected service level. If you are implementing […]

10 Questions for Service Catalog Management

October 2, 2012
10 Questions for Service Catalog Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Your help and service desk operates a lot like the postal service. Like mail, users (customers/requesters) will always have issues. As much as technology helps us all, it has its bugs, and flaws that must be fixed. Even if your IT systems functioned with 100% up times there would still be requests to be placed, […]

10 Questions for Service Catalog Management Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience
5 Steps to Integrate ITIL into Agile Process Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

5 Steps to Integrate ITIL into Agile Process

August 20, 2012
5 Steps to Integrate ITIL into Agile Process Effective IT Asset Management During COVID-19 | Essentials for Productivity, Security, and Resilience

Can ITIL and Agile coexist? I believe that the answer is an overwhelming YES! From an ITIL perspective, the move to increased development agility creates an even greater need for a well-defined framework and set of governance in place. This integration helps to ensure a superior level of quality across the entire infrastructure of development. […]

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