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IT Operations

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76 Topics
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76 Topics

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mannsFeatured Influencer

asked in IT Operations

How are your IT service desk metrics performing?

While we look to metrics and key performance indicators (KPIs) to assess performance, are you also looking at the performance of the metrics themselves? Are they what your service desk really needs? And, more importantly, are they what your organization and its employees need in terms of focusing service desk improvements on the right things?I’d love to hear your views.

1 year ago

mannsFeatured Influencer

asked in IT Operations

If you could change one thing about your IT service desk tool...

… what would it be?

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

Quick Hacks | 4 Tips for Driving Self-Service Adoption

While self-service in ITSM has proved to have major benefits, why is it that most of these initiatives fall flat?Here’s 4 tips to improve self-service adoption for your IT service desk: Cut out the technical jargon Cut down the form to just the essentials Bring the portal to where users already are Chatbots are your friends What has worked for you in driving self-service adoption? Share with us!

705

2 days 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

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

291

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

#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

170

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

Quick Hacks | 3 Tips for Effective Knowledge Management

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!

401

1 year ago

mannsFeatured Influencer

asked in IT Operations

Mondays

If you work Mon-Fri, or to a similar week-based schedule, what are the key things that you do when you get back to your desk (whether in an office or at home) first thingon the first day of the new work week?

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

200

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

rashmi.nagCommunity Manager

published in IT Operations

Quick Hacks | How to define Priority?

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!

2364

1 year ago

rashmi.nagCommunity Manager

published in IT Operations

What are common IT Operations Challenges that you face?

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!

1041

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

Back2Basics | What is IT Operations Management (ITOM)?

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!

391

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

rashmi.nagCommunity Manager

published in IT Operations

Which feeling best describes the impact IT Asset Management has had on you, your business/ organization and team?Poll

Poor Asset Management can cause more damage to your business than you can think of. Absence or inefficiency of asset management pose several risks to your business, financial and security risks being the major ones.What are your experiences using ITAM?

1003

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

330

5 months 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!

840

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 :)

2 years 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?

320

2 years 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?

2 years 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

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.

480

2 years ago

morganarronn

asked in IT Operations

What are the top reasons for businesses to migrate towards cloud services?

Experts of app development and cloud development working at leading Dallas mobile app development companies reveal the following reasons why businesses migrate towards cloud services: Cost savings. Scalability and flexibility. Accessibility. Reliability.

6 months ago

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