Vendor Research

This research aims to contextualize the current Customer Service Management (CSM) market for vendors and solution providers. It provides survey-backed data and analysis to help these groups more effectively market and sell their solutions....

Service Desk metrics can be misleading if you're simply focused on incident volumes, first call resolution, or customer satisfaction as isolated metrics. This solution set will provide an overall framework for driving the highest level of...

Note

Organizations are increasingly dependent on external vendors and suppliers to enable the effective delivery of IT services. Manage the vendor portfolio to improve the relationship between your organization and its IT vendors, maximize their...

Video

Improve IT excellence by improving the performance of your vendors.

Solution Set

Organizations are dependent on vendors yet spend little effort managing their performance, resulting in less than optimal results.

Tool

Systems management can improve availability and performance by up to 50%. IT organizations need to implement optimal systems management with a minimum of effort. Info-Tech's strategy selection tool will assess what level of process,...

Note

Systems management improves service availability and performance by up to 50%. Documentation of services, systems and processes plays a major role in driving improvements, while focusing on service delivery to the business minimizes the effort...

Solution Set

This solution set will help you succeed at introducing a formal customer-service-oriented help desk process while retaining your sanity.

Solution Set

This solution set will help you mature your help desk processes, resuscitate a sagging help desk, deal with enterprise growth or budget cuts.

Solution Set

This solution set will help you identify key criteria, provide groups of vendors to select from, as well as selection tools and templates.

IT Service Management (ITSM) training is essential to successful improvement initiatives. Organizations should include staff training in their plans, but mitigate costs by matching the appropriate type of training to specific staff roles.

In addition to the benefits to be realized through adoption of IT service management (ITSM), organizations need to be aware of pitfalls that can derail the ITSM improvement efforts and erode the benefits. Proper planning will mitigate the risks...

Moving IT to a service oriented model is a process that continues to challenge small and mid-sized organizations. Info-Tech Research Group In-Depth Research interviews with subject matter experts, including ITIL V3 chief architect Sharon Taylor,...

Service management improvement can take years to implement successfully as it requires a fundamental change to the way IT operates. To ensure the process is built into the overall business strategy, build transparency into IT's plans and costs...

A reactive organizational culture can often be an impediment to service management improvement. Lessons learned by an IT manager at a large health care organization can be applied to organizations with similar challenges. This example...

While having satisfied end users may mean that incident management practices are responsive, it does not mean that the organization's service management discipline is successful. An over-emphasis on one process, such as incident management, can...

When embarking on a service management improvement roadmap, first take stock of the current state. Learn how one organization took a process based approach to improvement, focusing on continuing to improve rather than dealing with isolated issues.

IT departments looking to move towards a service-oriented IT delivery model must use business activity mapping to link IT assets and services to business processes. This process helps align IT activities with business impact and paves the way...

Problem management eases help desk burdens by solving end user incidents at the source. Assess enterprise readiness for implementation of a formal problem management program and borrow from best practice frameworks to optimize the service desk.

Note

When managing an overworked help desk that is deluged by incidents and requests, incident management will only plug small holes in the service management dam whereas problem management could solve problems at the source.

Tool

The enterprise's readiness for ITIL-aligned problem management function depends on the service desk's ability to master more basic service desk functions. Use Info-Tech's Problem Management Maturity Tool to assess your service desk maturity level.

Logging help desk calls and resolutions is useless if that information cannot be applied or reused. Implement a troubleshooting knowledgebase to maximize the utility of help desk tracking software.

Small and mid-sized enterprises (SMEs) are learning to reap the benefits of the IT Infrastructure Library (ITIL). However, blindly following ITIL in the hopes of ending IT chaos is doomed to fail. Establish specific goals for ITIL practices...

The Information Technology Infrastructure Library (ITIL) is growing in popularity among IT leaders. However, many IT leaders don't truly understand ITIL basics. Those new to ITIL must establish specific goals for ITIL prior to initiation.

For enterprises that successfully adapt Information Technology Infrastructure Library (ITIL) best practices for service desk management, quantifiable savings can result. Take the appropriate steps to fully leverage benefits that ITIL can deliver.

Many IT leaders are jumping on the IT Infrastructure Library (ITIL) bandwagon in an effort to increase IT service levels and decrease costs. However, many IT leaders struggle with what ITIL is all about. Info-Tech has compiled common ITIL myths...

In-Depth Report

IT service management is a key weapon in the war to make IT more responsive to the business users it serves. Best practices frameworks such as IT Infrastructure Library (ITIL) provide the essential structure to moving forward with service...

Tool

Begin a services catalog regardless of whether you plan to charge for IT services or not.