SLA Compliance: The Service Desk & ITSM Metric Explained

IT solutions are either utilized as a service or procured from third-party vendors by organizations of all types and sizes. This enables organizations to gain access to reliable IT technologies without having to internally build, operate, or manage the underlying systems. As a result of this, both the organization and the solutions provider sign a service-level agreement (SLA), which commits the vendor to deliver services that meet the established performance requirements.


Clearing IT bottlenecks with citizen developers

“I can clear your IT bottlenecks” is all it took. When my colleague approached me and asked if my organization would be interested in participating in the citizen developer pilot project, I signed on right away. After all, who wouldn’t want to clear their backlog? [Learn more about ServiceNow citizen developers at Knowledge 2021.] As the director of IT customer success, I lead teams that help deliver transformation initiatives at scale. Fulfilling business needs is also my priority.


Cybersecurity is Fundamental for Modernizing Government

Digital transformation is a strategic initiative of the federal government and has been for years, but adequate funding has never been appropriated. Digital transformation is essential within all areas of government, to deliver services faster, more reliably, and securely. In order to keep up with the global expansion of digitalization, government agencies must modernize their IT and security infrastructure.


3 Key Features Every Service Desk Needs

Modern enterprises must work to ensure their organization is focused on making employees feel heard and valued, and a key way to do this is through strong IT service management. We’ve said it before, but it bears repeating—today’s employees expect a similar service experience in the workplace that they encounter in their daily lives.


5 fixes for the customer experience quandary

Customers expect products and services to work. When they don’t, customers want fast, permanent solutions. But delivering against that expectation is easier said than done. Multiple barriers stand in the way of your organization delivering the seamless experiences customers expect. Let’s explore five ways to improve customer service.


Shared Services Teams For Great Customer Experiences

Have you ever considered integrating shared services teams into your organization’s existing operation? If you are committed to driving efficiency across your organization, there has never been a better time to explore the utilization of shared services teams for improved customer experiences. In this guide, we will break down the potential benefits of shared services teams. There is an undeniable link between customer satisfaction and organizational structure.

Free ITIL v4 training from ITIL 4 co-author Barclay Rae | ITIL4 implementation in non-IT areas | ESM

Learn about #ITIL4 and #enterpriseservicemanagement from one of the ITIL 4 architects and co-author on how to extend the scope of ITIL 4 beyond IT and best practices to benefit your organization. With the developments in ITIL 4 in recent years, organizations are now appreciating the real meaning of value “co-creation,” and the need for collaboration across organizations. So there is a lot of development and collaborative work taking place to synthesize and integrate work, tasks, and value streams across departments, teams, and functional groups—all well beyond IT.

How To Improve Workflow Productivity And Operational Efficiency?

Did you know that an average worker spends approximately 3 hours per 8 hour workday in personal or unproductive work? A significant amount of time is lost in repetitive or administrative tasks, which do not aid in increasing project productivity. Instead, they adversely impact employee satisfaction and efficiency by robbing substantial project time. As such, improving workflow productivity and efficiency has become a key challenge for organizations today.