Service management needs to change. The philosophies and understanding that gave way to the original concept of ITSM have been overtaken by time and perspective, rendering them outdated and leaving IT managers grasping with how to move forward. Because the various factors of work are constantly shifting (shown most clearly over the course of the last two years, but broadly true of any given period of time in tech), we need to be limber in our ways of thinking of these concepts.

With the widespread adoption of cloud technology, data centers play a huge role in running key applications and business processes for organizations around the world. In 2022, the IT spending on data centers is expected to be $227 billion, and $237 billion by 2023. To run these datacenters profitably and deliver quality service to their customers, organizations are constantly trying to squeeze out maximum performance from the hardware.

Ever since it was first introduced, ITIL has become one of the leading frameworks for IT service management. With its clearly defined processes and services as well as logical distribution of roles and responsibilities, ITIL has helped organizations streamline their IT process and deliver value to stakeholders. The framework has helped organizations in their digital transformation by bringing together the stakeholder’s vision and the IT department's implementation.

The COVID-19 crisis has changed the way we live and work forever. It’s been a rough few years and one of the things that we’re still not sure of is its full impact on mental health. So many IT professionals went to extreme and heroic lengths to keep systems up and running during the pandemic.

“Expect the best but prepare for the worst” is more than a cliché; it's solid operational advice. And that’s why the incident management software you choose will spell the difference between things running smoothly after a hiccup, or you scrambling to get everything back together after it goes down in flames. Time, money, effort, and resources should be spent where they belong: keeping things chugging along and improving constantly.

Change can be scary. There's no denying that. And when a company’s entire infrastructure is at play, even more so. Whether you’ve just decided to take your company to the next level by unifying all your teams under the same service desk. or you are looking to transition into a brand new service desk platform, a well organized and smooth implementation process ensures that your foray into this new territory is as hassle-free as possible.

There's no doubt that Fleetsmith's recent announcement of their upcoming discontinuation has left many users scrambling to find a new mobile device manager or MDM solution. While the decision is certainly disappointing, it doesn't have to be the end of the world. In fact, there are plenty of great MDM solutions out there that can pick up where Fleetsmith leaves off. One of them is definitely InvGate Insight.

Getting started with a new ITSM tool can be intimidating - but migrating from one service desk tool to another is likely much more complicated. Over time, there’s so much data, not only from your tickets but also your knowledge base, users, and so on. Moreover, the company is comfortable using the software, they know how to navigate and interact with the interface. So, it’s very rational to fear a platform change.

The first rule of change management is that people don't like to change, and anyone involved in managing a major change will tell you this is all too true. WIIFM is an acronym that stands for What Is In It For Me. In essence, it’s a truth that leverages some cold, hard facts about human nature to actually facilitate change. So, while it’s a bit of philosophical insight, it’s also a useful tool for organizational change. WIIFM helps by doing three things.

The Help Desk Agent position at any IT Service Management operation is paramount to their longevity and success. Service desk agents require several skills since they are the ones in charge of bridging the gap between users and the company by acting as a point of contact for inquiries or problem-solving from a technical standpoint.