IT service management (ITSM) has long been touted as a way for organizations to optimize the costs associated with the use of technology while simultaneously enabling the realization of recognizable business value. And some organizations have succeeded in doing just that… to some degree. Frequent service requests have been designed and instantiated within ITSM to enable consistent and repeatable fulfillment of common consumer needs, such as password resets or delivery of a new laptop computer. Centralized service desks were established, providing consumers with a single point of contact for ge ..read more

Digital technologies saved many businesses during the pandemic. The rapid adoption of digital capabilities allowed businesses to survive what was a generational crisis.  And three years’ on, the impact from the pandemic continues, as some organizations find themselves struggling with some of the quick decisions that were made.  The rapid adoption of working from home exposed gaps in work methods that continue to be unresolved.  Websites that were established to continue to conduct business were not integrated with back-office support systems. Moving forms from a paper-based to a ..read more

The IT service management (ITSM) industry is finally waking up to the need for better people management, with this demonstrated in the results of the 2023 ITSM.tools content poll – where People was in second place behind Value. But this is just one side of the proverbial coin – what ITSM practitioners are interested in learning more about. It doesn’t mean that IT managers are actively addressing a need to improve people management. Nor does it mean there are people management issues (but this is covered later in this blog). Whether you think there are people management issues in IT or not, the ..read more

Many IT organizations are adding new technological capabilities to improve their IT service delivery and support capabilities, but these organizations are often focused on technology implementation at the expense of the related people change. The latter is an important success factor for new technology delivery, and overlooking it can adversely impact the new capabilities’ use – in both end-user volume and capability depth terms. To help, this blog looks at where “technology change” projects often go wrong and how organizational change management is key to unlocking the full benefits of the te ..read more

As we ushered in the first day of fall, 2022 we also welcomed the much anticipated fall reports, grid placements, and badge awardings by G2. Spoiler alert! Here are some highlights of how Symphony SummitAI is rated on G2.com: IT Service Management (ITSM) Tools – Enterprise Segment Rated #1 for Ease of Setup Rated #1 for Ease of Use Rated #1 for Ease of Admin Rated #1 for Meets Requirements Service Desk – Enterprise Segment Rated #1 for Ease of Use Rated #1 for Ease of Admin Rated #1 for Meets Requirements Read on to see how SummitAI is stacking up against the competition this fall in more ..read more

Most IT departments accrued a significant amount of goodwill during the global pandemic thanks to their efforts in keeping businesses running despite the rapid move to home working. It raised the stock of these IT departments, but it also refocused on the need for them to be business innovators and not simply the “custodians of the IT infrastructure.” The pandemic can be seen as the proverbial “fork in the road” for IT departments in many ways. They can either continue to focus most of their time on the “keeping the lights on” or run-the-business activities or invest more in business innovatio ..read more

The need for IT organizations and IT support to be “more proactive” is nothing new. After all, in particular, the IT service desk has long been branded as a “reactive” capability that’s in a constant cycle of fire-fighting.  Proactivity might have previously been viewed as a “nice to have” or a “nice to be,” however, the increased importance of technology, particularly in enabling remote operations and workers, now means that the benefits that IT proactivity brings can no longer be ignored. The traditional route to IT proactivity – problem management  IT service management (ITSM) has ..read more

As spring turns to summer and the warm weather arrives, so too do the much awaited summer reports, grid placements, and badge awardings by G2.  SummitAI G2 Summer 2022 Leadership Quadrant Positions Symphony SummitAI is excited to announce G2 Summer 2022 Leader Quadrant position achievement in the following categories in the G2 Grid® Report: Enterprise IT Management Software Grid IT Service Management (ITSM) Tools Grid Service Desk Software Grid Per G2.com, “products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores.” SummitAI G2 Summer 2022 Ca ..read more

In a late 2021 blog, Forrester Research stated that “2022 Will Go Down As The Year Executives Were Forced To Care About Employee Experience.” It sounds threatening – after all, “forced” is such a physical and evocative word – but the reality is that any savvy leader in an IT organization shouldn’t need to be forced to care about it. Instead, they should be embracing it with the proverbial “open arms” as a way to become the technology capability that their parent organization needs finally. Understanding what employee experience means for IT (it’s a big part of the “why?”) Many employee experie ..read more

As spring arrives, so too do the much awaited spring reports, grid placements, and badge awardings by G2.  SummitAI G2 Spring 2022 Leadership Quadrant Positions Symphony SummitAI is excited to announce G2 Spring 2022 leader quadrant position achievement in all three of the grids that correspond to our categories in the G2 Grid® Report: IT Service Management (ITSM) Tools Grid G2 Grid® for IT Service Management Tools Service Desk Software G2 Grid® for Service Desk Software Enterprise IT Management Software Grid G2 Grid® for Enterprise IT Management Software Per G2.com, “products in the L ..read more