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74 Topics
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74 Topics

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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

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

hyangApprentice

asked in IT Operations

FreshService Integration with Azure Sentinel

I used the FreshService data connectors to create a Logic App, in order to create a create in Freshservice. It kept saying access denial = True. Anyone has related experience can please help me?Thanks

1 year ago

BarclayRaeSkilled Expert

asked in IT Operations

Service Desk respect - how is your desk regarded?

Many helpdesks and service desks have struggled to gain respect from their users/customers and also from their own colleagues in IT departments. In many cases this comes down to the level of understanding of the position and value that a service desk delivers. it is of course vital that all partners and supplier that support the service desk are working closely with them and give them the respect and support that they need - this can have a major positive of negative impact on customer experience so tis not just about what people might think of the desk, But respect is a key element and shared gaols and understanding are key. What do you think ? what experiences do you have of how to improve the levels of shared respect?

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

Back2Basics | What is Enterprise Service Management (ESM)?

Enterprise service management is about applying a service-oriented business model to the way your organization works.In other words, it is the use of IT service management (ITSM) principles and capabilities in other business areas to improve their operational performance, services, experiences, and outcomes.The generic benefits of ESM include:Better service experiences and more consistent outcomes Improved speed/ efficiency and reduced costs Improved visibility into operations and performance The opportunity for ongoing improvement A better return on investment (ROI) on the corporate ITSM tool Standardization of service and support, which can be built around the needs of employees rather than the disparate service providers.Stay tuned to our B2B Series to learn more!~ Our B2B Series will look into exploring the basics of IT through bite-sized content and encourage engagement and peer-learning within the Refresh Community. If you have specific topics that you’d like to learn about, shar

281

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

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

271

1 year ago

roman-satoshilabsApprentice

asked in IT Operations

API solutions search by analytics stats (views, suggested, etc)

Hello,it will be great when the API will provide analytics data to Solution detail like:views, suggestions And also addd the possibility to order the solutions by these values to get:"Most popular Solutions" Thx in advance

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

jpereboomContributor

asked in IT Operations

BobotApprentice

asked in IT Operations

Product Catalog Bulk Delete

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

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

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

What's Up Wednesdays! - IT Edition #2The 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 Virtual Agents and their role in ESM.There is constant change around us. Business priorities are changing. Your user and employee expectations are rising. This means, the way we run our businesses also need to be agile, adaptive and easy. While ESM is being widely adopted by businesses, how can it be made for your end-users?Modern tools and practices are only effective when your users are able to fully make use of it and find value in these processes and solutions.AI and virtual agents have been the buzz terms for a while and have found to be effective ways of enhancing ESM experience.What is a VA?A virtual agent is a code (usually an AI script) used to enable one-on-one conversations to improve service delivery. Virtual agents are

160

1 year ago

mannsFeatured Influencer

asked in IT Operations

What's the one thing...

… you would tell someone who’s joining an IT service desk?This could be a must-do, a try-to-avoid, or maybe even a simple “Good luck with that!”

1 year ago

mannsFeatured Influencer

asked in IT Operations

Employee Experience and ITSM

Is your organization using employee experience management data to improve its IT service delivery and support operations and outcomes? If so, what’s it doing and what have you identified to improve upon?Or do you have plans to?Either way I’d love to hear more. Thanks :)

1 year ago

SanaSiddiquiSkilled Expert

published in IT Operations

What is your organization's ITSM strategy to cope up with the pandemic?

Undoubtedly, this pandemic has changed the face of global IT service management. CIOs today are rethinking their ITSM strategy from an ROI, payback, and value perspective, juggling between short and long term goals.

470

1 year ago

zachary.kingSkilled Expert

posted in IT Operations

How has DevOps changed due to a Work From Home workforce?

With the current Pandemic causing a number of teams to be spread out, and working from home, how has this affected your DevOps teams? With the goal of DevOps to unify Dev and Ops teams, do you see issues sticking to these methods in today's environment?What tools are you using to help mitigate this challenge? Has anyone developed new skills that they didn't know would work until forced to use them in the current situation we find ourselves?Interested in the communities feedback on what they have done to keep their development and operation teams united through DevOps in a WorkFromHome workforce.

2 years ago

rashmi.nagCommunity Manager

published in IT Operations

How do you get the most out of your organization’s Software Asset Management strategy?Blog

As organizations scale, their internal software asset estate grows exponentially and becomes complex to manage. This is when a well-crafted Software Asset Management (SAM) program — a core functional area of IT asset management, which focuses on minimizing IT costs, manual overhead and optimizing the usage of software assets in your organization becomes essential.But it does not end there. How do we ensure that your organization makes the most out of it's SAM strategy? Here's a list of best practices that can act as fundamental guidelines for your organization’s SAM strategy:1. Support from senior management2. Building the right SAM team3. Choosing the right SAM tool4. Measuring SAM success5. Categorizing software assets6. Recycling software licenses7. Being audit-readyIf you'd like to read more and find out how you can implement these practices in your organization, check out our blog.What are some of the best practices for SAM that have worked for you? Share them with us!

780

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

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

What's Up Wednesdays! - IT Edition #1The 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 Topics:Today we're going into look into Transformative Work Culture.The pandemic has just emphasised the need for businesses and their teams to accelerate the pace of change within the business while also encouraging a change mindset into all aspects of their culture, including both technology and the business.Continuous change is here to stay and the ability to adapt to change is what is the need of the hour.Here are a few ways by which you can support your employees during these times: 1. Invest in the right technology that would ease and benefit your people and business2. Train the resources to be able to make best use of the new tools that can aid them in their work3. Support continuous learning and skill training4. Ensure wellbeing and work-life harmonyWhat are some ways

310

1 month ago

RiazSkilled Expert

asked in IT Operations

Choosing the right IT Asset Management software.

What are your criteria for choosing an IT asset management software?

1 year ago

SanaSiddiquiSkilled Expert

published in IT Operations

Inadequate ITSM tool is keeping you awake at night?Question

We understand that one size does not fit all! But ask yourself: Is your IT service management solution tailored to your needs?

310

1 year ago

mannsFeatured Influencer

posted in IT Operations

What's Your Biggest IT Service Desk Challenge?

We all need help to do our jobs well. So, if you work on an IT service desk, what would you call out as the biggest challenge (or opportunity for help) that you see in your role? Please add it as a response/comment and hopefully we can all pitch in to help each other.

1 year ago

mannsFeatured Influencer

asked in IT Operations

How's Your Self-service Success?

What has your organisation achieved with self-service so far? Freshworks and ITSM.tools would love to know via this short survey: https://www.surveymonkey.com/r/MVNSLW6By taking it you’ll be helping others, and yourself, to better understand the current state of IT self-service and where improvements are needed. Thanks :)

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

Why Should You Switch To A Modern Cloud-Based ITSM Solution?

Is my service desk investment paying off?Is my service desk delivering true business value?Are we incurring costs that are additional or not under control?Are we able to leverage the service desk beyond IT use cases?Is your current ITSM solution making you question its true value and reliability?Then it's high time you flip the switch on your ITSM strategy.Here are 5 scenarios which can help you understand your current ITSM solution better and if you need to switch to a better solution: Scenario 1: A simple workflow change within your ITSM suite disrupts your entire workflowScenario 2: Your ITSM tool is high maintenance, sending your Total Cost of Ownership (TCO) through the roof!Scenario 3: You’re always looking for external help to manage your ITSM toolScenario 4: The complexity of your tool leads to agent fatigue and end-user dissatisfactionScenario 5: You are unable to extend your incumbent ITSM tool to other lines of businessIf you want to relook at your ITSM strategy and make a d

170

1 year ago

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