After much anticipation, IFS kicked off Unleashed in Miami, Florida – and what a thrilling week it has been ..read more

The service desk plays an integral role in IT service management. It’s the single point of contact between the service provider and end-users, as defined by ITIL. Being a crucial part of IT processes, it’s therefore important that the service desk teams are working at their best. But how is this possible when they’re constantly bogged down with unnecessary calls ..read more

Earlier this month, we excitedly announced the go-live of the latest IFS assyst release, 11.5. This newest version of our Enterprise Service Management platform adds cloud discoverability capabilities to help organizations better manage their CMDBs, giving them full control of their IT infrastructure ..read more

We’re pleased to share that IFS assyst is named as a winner at this year’s Sales and Marketing Technology Award, also known as “The Sammys”, announced by the Business Intelligence Group ..read more

What is an IT ticketing system? An IT ticketing system enables IT helpdesk or support teams to easily receive and resolve any IT support-related inquiries. By streamlining the process from the moment an end-user submits a ticket to the time a helpdesk agent resolves the issue, the IT ticketing system provides a better experience for everyone. ? 13m read ..read more

IT Asset Management (ITAM) is the process of overseeing the complete lifecycle of an organization’s IT assets. ? 12m read The number of tech tools we use in the workplace, whether it’s a new device or a software application, continues to grow. This applies across all functions of the business: HR, finance, marketing, etc. And as their own processes and challenges change, so too their technology. Previously, most IT assets are issued by IT teams, but as the workforce becomes more tech-savvy, non-IT functions are taking the lead in building their technologies. In fact, a recent Gartner survey r ..read more

Executive Summary In this digital whitepaper, we look at the challenges service desk managers face and the trends behind them. We will focus on the opportunities that arise from overcoming each challenge and set out practical solutions that have been proven to work. By recognizing and tackling these challenges, the service desk can embark on a targeted improvement program to increase efficiency, cut costs and improve customer satisfaction. ? 20m read Many of these challenges are not new – but some of the solutions are new. Many are made possible by developments in technology. New approaches ..read more

IT incident management is an ITSM process that is used to resolve IT service disruptions and get interrupted services up and running as quickly as possible. ? 11m read ..read more

ITIL (Information Technology Infrastructure Library) is one of the most popular frameworks for ITSM and is a set of guidance that helps align an organization’s IT services and business needs together. ? 4m read ..read more

May is turning out to be an eventful month and we’re thrilled to have completed another great show at SWL (SupportWorld Live). ? 4m read ..read more