Collaborate and learn from your peers as you take on all things IT
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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
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
Having strong knowledge base for your users can eliminate repetitive and easily avoidable support requests. But just the mere existence of knowledge isn't sufficient. Effective knowledge management is key to drive self service among your users.Here are 3 helpful tips for effective knowledge management: 1. Add some spice to your knowledge base2. Let users voice out their opinions3. Make your KB accessible anytime, anywhereDo you have more useful tips to share? Comment below!
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
How often have we all fell into the rabbit hole of endless "high-priority" tickets? Who actually defines the priority or an incoming ticket and how can we effectively prioritize them?Here's a quick ITSM Hack from our very own Freshservice Team that can help in answering this very question!
IT Operations are the bread and butter of any enterprise's functioning, more so during these times when our IT dependencies have increased by manifolds. With the increase in demand comes a lot of pressure and an equal amount of challenges.Some common and critical challenges in IT Operations Management are 1. Managing cloud-based resources in your IT estate2. Difficulties with stone-age legacy systems3. The Deployment Nightmare4. Drowning in dataHow can we solve for these challenges? To know that, make sure you read our blog!What are some IT Operations Challenges that you have or are facing? Share them with us!
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 :)
ITOM or IT Operations Management is an umbrella term that covers all activities involved in the setup, design, configuration, deployment, and maintenance of the infrastructure that supports business services in an organization.In simpler terms, ITOM is how the IT landscape is managed within a company. From network security, configuration, and monitoring to devices, applications, and personnel, ITOM is what keeps your IT going. Generally, ITOM leverages several tools to manage these activities individually. But how is this similar and different from IT Service Management (ITSM)? Comment your answers below. 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, share them with us in the comments section below!
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.
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
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!
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.
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