An incident management platform often serves as a first step into the world of IT service management. It is the centerpiece of a dedicated help desk solution, and organizations often use it to stabilize and streamline their operations. However, a simple efficiency boost isn't the only thing that happens when you invest in an incident management platform. Here are 10 things that happen on your IT ... Read More
Incident management solutions create time within your IT help desk. A good solution will automate many processes, streamline incident prioritization and empower your technology and support teams to work as efficiently as possible through collaboration and workflow optimization tools. All of these benefits come together to free up huge amounts of time in the day for your support teams, letting ... Read More
The new year is around the corner, and while kids around the world prepare their Christmas wish lists to send to Santa, it may be time to think about what your help desk team could use this holiday season. If you are working with a homegrown help desk or have modified Sharepoint to create an IT support portal, chances are you are running into plenty of limitations. A homegrown help desk is unable ... Read More
Many types of incidents will come through the IT help desk during an average month, but a few specific categories stand out as needing extra attention. Organizations can create a support ecosystem that gets them through everyday tasks, but unless they are able to deal with the unconventional incidents, their help desk teams will always be trying to play catch up. There are three types of ... Read More
Establishing an effective incident management strategy is critical if you want to be able to step forward into mature IT service management configurations. Advanced ITSM modules may come across as more exciting than incident management, but you need the core gains offered by incident-focused advances to move forward. Read More
