Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Ideas

#WinwithMarketplace : Freshservice

21 days ago

Community
Interest Areas
IT Operations

IT Operations

Collaborate and learn from your peers as you take on all things IT

74 Topics
89 Replies

When you subscribe we will email you when there is a new topic in this category

74 Topics

Recently active

Most replies Most views Newest first

Jeannie_WaltersFeatured Influencer

posted in IT Operations

What feedback do you wish your employer asked for from YOU?

We discussed on this board a while back how rare it seemed that exit interviews were for those in contact centers and other roles. When you leave a position or company, it makes sense to me that the employer should want to know why so they can work to retain top talent in the future.This got me thinking - what do you WISH your employer asked for feedback about? Your role? Your training? The way you use tools and technology? Here’s one question I love: What were the obstacles that prevented you from delivering a great customer experience? (I saw an organization that asked this question at the end of every shift, so before logging off the employee had to answer.) They learned SO much and were able to provide better support and tools.What do you say? What questions do you want to see asked of employees?

11 months ago

jr_arrayContributor

asked in IT Operations

Onboarding Module creates two service requests

My organization is still new to FreshService, and we wanted to utilize the Onboarding module. In testing, I discovered that submitting an Onboarding request through the service portal creates two service requests. One is labeled “Employee Onboarding Request” and is the parent request to the other service request which is labeled as “New Hire Onboarding” (which is using the new hire onboarding kit I created): Listed Service RequestsI also noticed that the parent “Employee Onboarding Request” does not have any Request details: Missing form detailsIs there a way to modify this form to include the new hire information or better yet, prevent this service request from being created at all?

11 months ago

webervr1Apprentice

asked in IT Operations

Import asset not available for those who can create assets

Import asset not available for those who can create assets. This access is not intuitive to add the ability to import assets in bulk, when the role allows to add assets one by one. What access provides the ability to import in bulk? Current access attached.

11 months ago

rashmi.nagCommunity Manager

published in IT Operations

[POLL TIME] Your biggest challenge with ESM adoption in 2022?Poll

Hi folks,We’ve got a new-week beginning question for you all.If your answer isn’t any of the given below options, feel free to share them on the comments sections.On the contrary, if you have been able to successfully implement ESM, share your journey with us. We’d love to hear.

362

1 year ago

jpereboomContributor

asked in IT Operations

Differences between Service Catalog and Product Catalog

New user here. Trying to figure out the process that works from the time an item is requested, through ordering,receiving, into inventory, assigned to a user. A bit confused between the differences between the “Service Catalog” and “Product Catalog”. Not sure where I should be entering my items into and what the differences between these are.

1 year ago

RiazSkilled Expert

asked in IT Operations

What are the challenges that you currently face with Asset Management?

Is it the ability to track assets, from hardware to software licenses, or supporting the use & reuse of assets that pains us the most?

1 year ago

BobotApprentice

asked in IT Operations

Product Catalog Bulk Delete

How to do you Bulk Delete items in the Product Catalog?

1 year ago

vijay_2amSkilled Expert

asked in IT Operations

New properties for fields

Custom field properties As of now when we add custom fields to the forms, we get the below properties. In addition to this, it would be great to have additional properties likeHide when <<condition>> Required when <<condition>> This will provide more functionality to the usability of the custom fields. If we extend this to the code/ootb fields, that will be an added advantage. ThanksVijay

1 year ago

BillRichardsApprentice

asked in IT Operations

Creating a Private Note with Attachment Using the API

How does one create a private note with an attachment using the API?The ‘private’ value must be a boolean or the API returns a 400 response. Attachment uploads should be multipart form data which will stringify the value. I noticed that all notes with attachments are being created as private notes even without the ‘private’ value set, but I don’t want to rely on that because the API documentation says that ‘private’ should be set to true when creating a private noteThere are a few examples online for adding attachments to notes but none of them address the ‘private’ flag, e.g. https://github.com/freshworks/fresh-samples/tree/master/PHPThanks

1 year ago

hyangApprentice

asked in IT Operations

rashmi.nagCommunity Manager

published in IT Operations

The Change Makers On Air: Episode 2 with Derek RoseLIVE

Hey folks!We’re back this week with Episode 2 of The Change Makers On Air series and this time we’re speaking to Derek Rose!"Transformation isn’t a start-and-stop process. It’s a continuous evolution and continuous change," says Derek. Join us for a thought-provoking yet fun LIVE session with Derek Rose from V.Group and Angelica Reyes from Freshworks as they chat about digital transformation on land and water and find out what a good partnership between IT and business should look like.Here’s what we know about Derek Rose so far:In the spring of 2019, Derek took over as Deputy CIO at V.Group, one of world’s largest marine services company. He drove a wide-reaching digital transformation of the company’s global IT operations. He closed down all support backchannels, promoted Freshservice as the central IT hub and reinforced the change with a large internal marketing campaign.But...the story DOES NOT end here!Here’s what you’ll find out from the Live:What’s Derek’s go-to resource to lear

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

The Change Makers On Air: Episode 1 with Colin McCarthyVIDEO

Hey folks!We begin The Change Makers On Air series from today and we’re super thrilled to be listening to Colin McCarthy speak to us.Colin secretly thinks something about technology is overrated. What could it be? Join us for a fun, interactive LIVE session with Colin McCarthy from Essence and Heidi Malden from Freshworks.Here’s what we know about Colin McCarthy so far:He was Essence’s first full-time IT Support person He rolled out Freshservice to support Essence’s global expansion He overhauled the company’s ITSM strategy with virtually no complaints or pushbacksBut...the story DOES NOT end here!Here’s what you’ll find out from the Live:Some important things Colin has learned about IT Transformations Things that keep him motivated when things do not go out as planned Three things he’s got to share to aspiring change makers!RSVP to the event below and join us today!Catch us LIVE here! Subscribe to this post to stay updated on Episode 1 - for viewing link, to engage with other viewers

281

1 year ago

mannsFeatured Influencer

asked in IT Operations

Which ITSM capabilities does your organization want to improve most?

Having recently run an ITSM survey with AXELOS, it’s interesting to see how respondents feel about their capabilities across the commonly ITSM practices/processes. I’ll share the findings once published, but in the meantime - which ITSM capabilities does your organization want to improve most?Please let me know as a response :)

1 year ago

m.riederContributor

asked in IT Operations

Filter assets when assigning them to a ticket or change

We are planning to maintain the inventory of our virtual machines in Asset Management. In order to be able to assign them to tickets and changes as needed. Now we have the situation, that we are recycling old names of already deleted VMs. So we could have the cause that there exist multiple assets with the same name, but only one asset has the Asset State “in use”. The other ones are indicated as “retired”.When assigning such an asset to a ticket/change all the assets are showing up in the list, independent if their state is “in use” or “retired” and I have not found a way to differentiate the objects.So therefore my question now: Is it possible to customize the columns in the Associate Assed menu, so it would at least be possible to see which on is the still in use asset. Or even better to configure a filter so that only assets with the “in use” state are displayed in the list?Kind regards,Matthias

1 year ago

vishnu.selvarajSkilled Expert

published in IT Operations

[INTERVIEW] - The Change Makers On Air

Burdened by legacy ITSM technology, hundreds of thousands of companies are struggling to work efficiently. Their inadequate tech is hurting productivity, tying up resources, and frustrating both agents and employees. While IT leaders aren’t blind to the problem, change remains elusive.A new generation of IT leaders is fighting back.They’re challenging the status quo and transforming the technology behind world-leading companies. We’re calling them the Changemakers. We’ve read their stories and heard them speak of transforming the IT landscape within their organizations.Now let’s get up close and personal! What’s on the minds of our changemakers? What innovations impress them the most? Who are they networking with, and what conferences are they attending?Join us live on LinkedIn every Thursday from December 2 to December 16 as we sit down and chat with these IT pathbreakers, and learn about their lives, careers, and get them to reveal lesser-known details about themselves.REGISTER NOW!

250

1 year ago

mannsFeatured Influencer

posted in IT Operations

8 Tips for Better Metrics + What Would Add?

No matter where in an organisation you work, there’s likely often debate around how performance metrics can be improved. The list below was crafted for IT service desks but is equally applicable to external customer support or other business functions:Use metrics for productive reasons, such as driving improvement - using them purely as a target to hit adds little to creating better business operations and outcomes Use only the metrics you need and report on only what’s needed - don’t overwhelm people with unnecessary metrics Align metrics with desired outcomes - move from what’s being done to what’s being achieved (by what’s being done) Understand the context of metrics and how different metrics are related - few metrics have little impact elsewhere, so ensure that you understand how improving in one area will affect another Look to trends for greater insight and inspiration - how performance changes over time is key to understanding what’s happening Understand the behavioural aspects

1 year ago

BarclayRaeSkilled Expert

posted in IT Operations

Why do we struggle to make knowledge management work?

Knowledge is a key element in service quality and improvement, to support shift left and reduce escalation and to improving customer experience. Yet we regularly see organisations struggle to make this work and fail to achieve the benefits that can be expected. Why is this? What experiences and learnings do you have - successes and failures - that can help to contribute to this discussion? Some suggestions:Do people not like to give up their knowledge (and ‘power’)? Is knowledge management just difficult to make work? is it tricky to get information into the right format for re-use? How do we keep knowledge up to date? Does this type of project just always get side-lined due to operational priorities? What are your thoughts and experiences?

1 year ago

BarclayRaeSkilled Expert

asked in IT Operations

So how are you using the ideas in ITIL4 to demonstrate service value?

ITIL4 is a major shift for the ITIL world. The focus is on value and how this is co-created, delivered and demonstrated. The context is wider business and organisational working and the key learning is around how to use the existing good knowledge and practices flexibly and appropriately. ITIL 4 is also aligned with agile and product management concepts and is a positive supporting tool in the journey towards convergence of ideas (eg OPS, agile, lean, ITSM, Devops). So, how are you using some of the new ways of working, like value streams, guiding principles, value co-creation..?

1 year ago

mannsFeatured Influencer

asked in IT Operations

Think about your IT service desk metrics...

…are they often focused on “not failing” rather than succeeding?Please think about this for a minute and let me know one way or the other. I think it might open up an interesting debate on the suitability of traditional IT support metrics.

1 year ago

mannsFeatured Influencer

asked in IT Operations

"The one big thing"?

What do you think is the most important challenge/opportunity for ITSM teams as we exit 2021 (and hopefully the tail end of the global pandemic) and enter 2022?Please let me know in the comments.

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

What are some prerequisites for an AI-powered ITSM solution?

Let’s face it, Artificial Intelligence is one of the hottest topics in the IT industry. A recent Freshworks global survey revealed 93% of respondents have already deployed or started to explore with AI to augment their ITSM and ITOM modernization efforts.Clearly, AI is top of mind for IT professionals! To assess the benefits AI-enabled solutions can deliver, we partnered with IDG to provide insightful market research on “Rightsizing AI for ITSM and ITOM Success.”

271

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

#3 What's Up Wednesdays! - Refreshed IT Trends, Updates & More!News

What's Up Wednesdays! - IT Edition #3The refreshed way of bringing to you latest industry trends, facts, tips, product updates and anything under the sky that's interesting, useful and worth sharing!Industry Hot Topic:Today's Industry Topic of Discussion is Artificial Intelligence in ITSM.The pandemic era has unequivocally emphasized the significance of IT as a business enabler. On the flip side, due to the unforeseen workload, your IT team might have to even burn themselves out more than ever.How can IT teams tackle this challenge?Enter, Artificial Intelligence.You can use AI-powered solutions to automate your workflows, help users find answers to issues on their own, or even replace L1 agents! In our survey of over 850 IT leaders worldwide, we found that around 93% are deploying or exploring AI to augment their ITSM and ITOM modernization efforts. Clearly, Artificial Intelligence is the backbone of the modern IT landscape.Download our report to unlock key insights into what IT practi

230

1 year ago

BarclayRaeSkilled Expert

posted in IT Operations

So who is doing good Problem management?

We all talk about problem management being the ‘game changer’ to move towards improvement and proactivity, but not many orgnisations do this well. What challenges are you facing with this? Have you tried to make this work? I have some good tips and experience that can be shared here for those that want to make a success of Problem Management….

1 year ago

Page 2 / 3

Badge winners

Sudharshanhas earned the badge Helping Hand (5)
Jerome.Hayneshas earned the badge Wizard of Creative Thinking (25)
Jerome.Hayneshas earned the badge Smooth talker (10)
nvanegashas earned the badge Salud, Ideator
KBoxehas earned the badge Salud, Ideator

Show all badges

Join the Community

Already have an account? Login.

Social Login

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

Company

(Private)

Only you and moderators can see this information

Referral URL

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.