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Topics started by manns

15 Topics

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mannsFeatured Influencer

posted in Automations

Value Stream Mapping?

One of the improvement practices mentioned a lot at Service Management World is value stream mapping (or value stream management).Just wondered if people are already using it or if it’s something where a quick share of what it is would be helpful.

mannsFeatured Influencer

posted in IT Operations Management

What ITSM Topics Do You Need Help With In 2023?

Each year ITSM.tools runs a poll asking readers which topics they need help with. It helps us ensure that we source the right content but it also shows how ITSM “trends” ebb and flow. Especially when global pandemics happen.Here’s what has happened since the first poll in 2017 (for 2018):The latest poll is up and running too if you fancy adding your opinion: https://docs.google.com/forms/d/e/1FAIpQLSdyxkUur8ZTxdg8-Ar1p1sncxqDbJKQoBprj9cxAms_y-bc4Q/viewformI’m expecting value and EX to jump this year :)

mannsFeatured Influencer

asked in Getting Started

Freshdesk versus Salesforce?

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

mannsFeatured Influencer

posted in Assets

XLAs - Forrester Research's view in late 2021

I just stumbled across this report and thought it might help others with employee experience insights:https://reprints2.forrester.com/#/assets/2/1957/RES176541/report

mannsFeatured Influencer

posted in Ticket & Workflow Management

Where is your ITSM and IT support going in 2023 and beyond?

Given that we’re in September already, I imagine IT planning for 2023 is already in flow (if only for budget purposes). So what are you looking to do better or differently next year?Or are you still looking for the industry insights that will help you to match changing business needs to the right ITSM industry trends?Please share via a response thanks :)

mannsFeatured Influencer

posted in Utah User Network

Moving from reactive to proactive ITAM

Any IT asset management (ITAM) activity is likely valuable, but have you considered the opportunity of move from the reactive ITAM activities (counting the number of things, understanding their cost, and reconciling for software compliance purposes) to more proactive ITAM capabilities?The most obvious opportunity is software license optimization, which brings in usage data to understand whether the cost of the software is justified in business value terms. With licenses reharvested if the software is underused. The same can be done for hardware and service subscriptions too.Please respond with where you are and where you would like to be with ITAM. Thanks :)

mannsFeatured Influencer

posted in IT Operations Management

ITSM and ITOM?

Has your organization started to use the Freshservice IT Operations Management (ITOM) capabilities to enhance its ITSM? Or is it using alternative solutions? Either way, do you have any great stats or success stories to share with others? Thanks :)

mannsFeatured Influencer

asked in AI & Bots

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

mannsFeatured Influencer

posted in IT Operations Management

ITOM Video Series

We’ve created some ITOM videos for Freshservice customers (or for anyone really). Hopefully, they’re a good introduction for anyone seeking to understand more about the benefits of IT Operations Management capabilities.

mannsFeatured Influencer

posted in AI & Bots

IT support skills for 2023 and beyond?

The way that COVID time seems to work, you’ll blink and it’s already 2023. However, so much is changing right now for IT support that we should be planning for the impact that factors such as employee experience, AI enablement, and enterprise service management will have on service desk resourcing levels and the skills required of our people.What do you see as changing (in terms of required skills)? And are you already looking to address any gaps? Please share with others via a response. Thanks :)

mannsFeatured Influencer

posted in AI & Bots

AI and IT self-service?

Have you successful employed machine learning, natural language understanding, and/or chatbots to improve the adoption of your IT self-service capabilities?If so, please share what worked with others as a response to this post (plus, what didn’t as this is often just as useful to know).Thanks :)

mannsFeatured Influencer

asked in Ticket & Workflow Management

Which ITSM capabilities do you plan to improve in 2022? (POLL)

ITSM is not all firefighting and many would argue that it’s ultimately about improvement (or continual improvement if you use ITIL). So please take this poll on where you plan to improve in 2022...

mannsFeatured Influencer

posted in Portal/Knowledge Base

How do you measure IT self-service success?

So you’ve implemented an IT self-service portal but how well is it doing?These stats from a recent survey with Freshworks show that:18% of organizations don’t measure IT self-service portal usage 41% of organizations use quantitative measures such as usage volumes 21% of organizations use immediate qualitative measures such as employee feedback on transactions 18% of organizations use periodical qualitative measures such as generic employee feedbackI’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk).So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others.

mannsFeatured Influencer

posted in IT Operations Management

Tips for Better IT Service Desk and ITSM Metrics

Many IT organizations still struggle with performance measurement, particularly when their formal metrics don’t match business perceptions of IT. To help, here are a handful of IT metric improvement tips:Be clear on the purpose of your metrics - ensure that you use metrics for productive reasons, such as driving improvement Avoid having too many metrics - use only the metrics you need and report on only what’s important to stakeholders Measure what’s important AND in the right places, so this would be at end-user touchpoints in many instances Take your IT metrics beyond your IT operations - instead, align the metrics with desired business outcomes Understand the context of metrics and how different metrics are related - also ensure that you understand the behavioral aspects of the employed metrics, i.e. where the metrics drive the right and wrong behaviors in people What’s important today might not be next year - so periodically review your metrics, changing metrics and/or targets as a

mannsFeatured Influencer

posted in Portal/Knowledge Base

Are employees now less likely to call for IT support?

One of the interesting stats from an IT self-service survey we ran with Freshworks is the relative level of IT support channels offered…It shows that email and self-service are now both more popular methods for accessing service and support than telephone:Email – 84% of organizations Self-service portal – 82% Telephone – 76%But this is the supply-side view, is the demand-side - i.e. your employees - following suit?Please share your opinion(s) as a response below...

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