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...

Template/Policy

Service catalogs are as diverse as the organizations that use them. To be effective, service catalogs must be appropriately scoped and crafted to meet predefined objectives and audiences.

Template/Policy

Service catalogs are as diverse as the organizations that use them. To be effective service catalogs must be appropriately scoped and crafted to meet predefined objectives and audiences. Use this template to document the IT service catalog.

Tool

Service catalogs are as diverse as the organizations that use them. To be effective, service catalogs must include elements that fit the objectives that the service catalog was designed to achieve.

Solution Set

Get to service catalog objectives faster and with less pain by selecting appropriate elements to incorporate into your service catalog project, and determining the appropriate means of service catalog publication.

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.

Choosing the right help desk solution is a crucial task. The marketplace is packed with choices for help desk and system management software. Narrow down the list of prospective packages with Info-Tech's selection criteria and recommendations.

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.

Knowing when to move on from well-worn help desk software is an important turning point for IT. Keeping an underperforming solution is costing the team time and money. Use Info-Tech's simple criteria to decide when to move up to a shiny new solution.

Impact Research

IT service management is the new normal. Organizations experiencing increasing business demands, inadequate IT/business alignment and poor performance will benefit from increased service management maturity. Achieving mature ITSM practices leads...

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.

Help desk software has evolved into a complete service management platform that can be deployed throughout the business. ICCM's eService Desk solution, built on Metastorm's Business Process Management Suite, ensures the business is focused on...

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...

Moving IT to a business-centric IT delivery model is a process that continues to challenge small and midsized enterprises. Gauge the enterprise's current ITSM maturity by learning why and how other small and midsize enterprises are moving to...

IT service management, or ITSM, has been touted as the answer to ensuring that IT is delivering business value. Despite this, Info-Tech research indicates that 65% of enterprises fall short of delivering on this important aspect of IT.

Moving IT to a business-centric, services oriented model is a process that continues to challenge fast growing small and mid-sized enterprises. Info-Tech In-Depth Research interviews provide valuable insight on what drives organizations to...

IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT service, but the complexity of frameworks, standards, and best practices can sometimes have the unintended consequence of distorting the...

Tool

This tool is designed to help organizations determine their top tactics for cost reduction within the end-user support service area. The tactics provided in this tool are a starting point for organizations seeking to reduce their end-user...

Help desk solutions have evolved from a variety of different approaches. Customer Relationship Management (CRM) systems have been adapted to service desk duty, and Software-as-a-Service (SaaS) delivery is now a real alternative to on-premise...

Help desk software solutions are becoming more powerful and integrated. A number of traditional help desk solutions offer broad capabilities and functionality. Select the on-premise solution best suited for the organization based on its IT...

IT Service Management (ITSM) frameworks and standards fail to define what service orientation should look like for small and mid-sized shops. Instead of blind framework adoption, use a diagnostic approach and apply common sense to satisfy the...