Two Tenets of Digital Transformation: Save Money and Satisfy Customers 
Serviceaide
by Elizabeth Toon
1y ago
Businesses have been striving to simplify formerly complex problems and meet their digitization objectives for decades, beginning with the first microchip in the 1950s. Consider the banking industry — before ATMs, customers were at the beck and call of in-person banks, operating during the short ‘banker’s hours’ to conduct financial transactions. If relying on human labor for a repetitive task was not problematic enough for customers that simply wanted to cash their paychecks after work, banks faced chronic labor reductions in the mid-1960s. This inflection point led to adaptation using newly ..read more
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Getting Started: 25 Core Functions of a CMDB
Serviceaide
by Elizabeth Toon
1y ago
What is a CMDB? CMDB, or Configuration Management Database, is a term associated, or at least has its origin, with ITIL, the set of IT Service Management best practices developed by the UK’s Government. The topic can be highly complex, with a wealth of information written on ITIL and the associated guidance for CMDB implementation. If you are new to the CMDB concept, a common term that may seem confusing is Configuration Item or CI. This refers to one of the assets within the CMDB. We often find that organizations dedicate significant resources to tracking CIs manually through pen and paper ..read more
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3 Types Of Incidents That Stand Out: Is Your Help Desk Prepared? 
Serviceaide
by Elizabeth Toon
2y ago
Many types of incidents come through the IT help desk during an average month, but a few specific categories stand out that may require extra attention. Organizations can create a support ecosystem that gets them through everyday tasks, but unless they can deal with the unconventional incidents, their help desk teams will always be trying to play catch up. Technology exists that can support self-service from employee service portals to virtual agents. There will be high volume requests, such as password resets, that are simple and easy to automate. However, there are three types of incidents t ..read more
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4 Use Cases That Prove Service Desk Efficiency
Serviceaide
by Elizabeth Toon
2y ago
Service desks historically were viewed as cost centers. In 2021, annual IT Service Desk spend accounted for over 4% of Total IT Spending. The median IT Service Desk spending per end-user was $164, which reflected a 9% increase year-over-year. These investments can be significant, and it is important to point to business benefits such as increased productivity, operational efficiency, and business continuity. These benefits, however, can be difficult to measure with precision when it comes time to figure out how your service desk drives operational efficiency. Although frequently used metrics e ..read more
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3 Ways to Benefit Using a Shift-Left Strategy
Serviceaide
by Elizabeth Toon
2y ago
What is shift-left? “Shift-left” is a phrase that is commonly used when speaking about service and support management. As companies are under pressure to reduce the cost of support and improve end-user satisfaction the conversation around shifting left is becoming more mainstream. The shift-left approach refers to moving service actions or steps closer to the end-user for more immediate results, and lowered costs. By moving information and service functions closer to the customer, unnecessary steps are eliminated and the dependency on higher-cost resources is reduced. By eliminating tickets th ..read more
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How IT Can Enjoy the Holidays Guilt-free
Serviceaide
by Nancy Bhagat
2y ago
The holidays are a time of giving, family, and food. We all love the holidays but in the workplace they tend to disrupt productivity. Employee vacation time, holiday parties, and office closings interrupt workflow if the proper tools are not in place. The good news is we have tools to drive automation and self-service so everyone can relax and enjoy well-deserved time off. Effective IT service and support management solutions will keep the business flowing, so whether you are in the office, your home office, or on vacation, there are no service interruptions. Check to see if your ITSM tools ma ..read more
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Measuring for ITSM Success
Serviceaide
by Nancy Bhagat
2y ago
If you’ve ever wondered how to gain better visibility into your IT service management team’s processes, KPIs and metrics hold the key. The KPI journey, however, is about way more than simple numbers and scores. Investing time in the right metrics may have countless positive impacts for your business growth and customer relationships. But these results depend on which metrics you use, how you interpret them, and what changes you make as a result. That’s why we’ve designed a resource that puts clear, usable KPI information right at your fingertips. Revamp the Service Desk Experience Through the ..read more
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Balancing Change Management with Risk and Regulatory Compliance
Serviceaide
by Steve Jaskiel
2y ago
Change is a constant that companies and compliance professionals must continually endure. Corrective actions, process improvements, policy adjustments, and new products and services are just a few of the changes that impact businesses every day. Think back to the last time you needed to implement crucial changes—quickly. What happened? Did you cringe at the thought of “pulling the trigger” because you knew there were regulations that might get in the way? How did you navigate regulatory compliance, while you implemented those vitally needed changes at your company? A Robust Change Management S ..read more
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The Benefits of Corporate Acquisitions For Customers And The Industry
Serviceaide
by Serviceaide
2y ago
We face changes every day. On a personal and professional level. We hear about mergers and acquisitions (M&A) but most people ignore them unless you have a vested interest in one of the companies involved in the M&A. The executive teams at Serviceaide and SunView Software decided to embrace change because we recognized an opportunity to create something greater together. Change is also the underpinning of a digital transformation. Our vision of a modern service management platform serves as the foundation for how companies expand their use of technology to transform their business. As ..read more
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How IT Can Enjoy the Holidays Guilt-free
Serviceaide
by Nancy Bhagat
2y ago
The holidays are a time of giving, family, and food. We all love the holidays but in the workplace they tend to disrupt productivity. Employee vacation time, holiday parties, and office closings interrupt workflow if the proper tools are not in place. The good news is we have tools to drive automation and self-service so everyone can relax and enjoy well-deserved time off. Effective IT service and support management solutions will keep the business flowing, so whether you are in the office, your home office, or on vacation, there are no service interruptions Check to see if your ITSM tools ma ..read more
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