A motivated workforce is an essential component of a successful business. Employees who know their role and what’s expected of them, and whose vision is aligned with that of the company, can take the organization to new heights. And organizations spend a lot of resources to bring their workforce to their most productive selves. According to a 2021 report, companies in the US spent a total of US$ 92.3 billion in 2021 for training their employees, a 12% increase from the previous year.

Service desk outages are not the most exciting thing you want to be dealing with when handling ITSM. The service desk is one of the most central elements for smooth IT service delivery, it's the single point of contact for customers and employees, and you hope it goes without a glitch every day. But the odds are, like any other IT system, it will happen at some point. And these outages can be costly. So it’s best to be prepared for this worst-case scenario and have a plan to resolve the issue.

In a world where customer service has become increasingly important. It's more vital than ever to have a customer service management strategy in place. Using a customer service management platform makes the difference in how customers can connect to your brand. In fact, 95% of customers said that quality customer service makes them feel more connected to a company.

So you want to become an IT consultant? Or maybe you haven’t decided yet, but you’re kicking the tires on what consulting on information technology (IT) might look like as a full-time career? Either way, we’re here to help with a little career advice. In this article, we’re going to lay out a roadmap of the various paths that lead to a career as an information technology consultant.

In a world where customer service has become increasingly important. It's more vital than ever to have a customer service management strategy in place. Because of the weight customer service holds for your company, it’s vital that you have the right tools for the job.

Enterprise service management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization. This will typically include not only using the same processes or practices used in ITSM, but also the same technology (for example, tools such as a Service Desk) as a means of work enablement. As a starting point for better understanding of what ESM is, there’s a need to first understand what ITSM is...

G2 Awards Based on thousands of reviews within the IT Service Management sector on G2, HaloITSM has been awarded 6 badges for the Summer of 2022. As you can see from the image above, these awards include: Overall, three of our ratings that stand out on G2, which we are really proud of, include ‘Ease of Use’ (9.8/10), ‘Quality of Support’ (9.7/10) and ‘Ease of Setup’ (9.2/10).

In IT, project management refers specifically to the planning, scheduling, execution, monitoring, and reporting of IT projects, which is a type of project that deals with IT infrastructure, information systems, or computers. Examples of IT projects include development or acquisition of software, IT emergency or recovery, and hardware installation, among others. The project scope in these cases tends to be complex because IT extends across all areas within the organization.

While organizations have offered remote work options even before the COVID-19, the role of the pandemic in accelerating the shift to a completely remote or at least a hybrid model of work cannot be overstated. In fact, in a 2022 survey about remote work, the majority of the respondents said that they can build a strong company culture even if employees are in the office only 3 days a week.

Working for the service desk, it's not all about the hard knowledge. Agents can expect to be employing some soft skills when communicating with end-users and the rest of the organization. But while service desk agent soft skills are often discussed, service manager soft skills can sometimes be overlooked. Managers need to deal not only with how to optimize their processes but how to help their team deliver the best service possible.