9 Common Change Management Mistakes (and How To Avoid Them)

Customer preferences are evolving just as quickly as technological advances! This can have a significant impact on your business and its internal operations. Such fast-paced evolution demands an equally agile change management function. Organizations that focus on the mechanics of change management but ignore the principles and intended outcomes are likely to make mistakes. But…

Leveraging AI for ITSM and ITOM Success.

In the era of digital workplaces, AI has emerged as a catalyst in enabling simplified, intelligent, and intuitive ITSM and ITOM environments. From increasing workflow automation, reducing IT staff workload to reducing downtime and outages, AI can help accelerate your service delivery and provide meaningful business insight. Latest research from Freshworks and IDG on “Right-sizing…

How To Set Up Your Service Desk – The People, Process, and Technology

Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving and responding to requests for support across multiple communication channels Prioritizing the requested work based on its impact on the business Communication of incidents and…

And the Award for Most Popular Movie Used in Passwords Goes to…

With the Oscars taking place over the weekend, Specops refreshed their breached password list and revealed the most popular movies used in leaked passwords. According to new research, which analyzed more than 800 million breached passwords – a subset of Specops Breached Password Protection, which contains over 2 billion passwords breached passwords – fan favorite…

The Big Trends in ITSM in 2021 from Freshworks and SDI

Transformational changes continue to impact ITSM. While IT service management embraces new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the Service Desk Institute (SDI) to produce a report that determines how IT professionals feel about these new advances. The report aims to show the current…

How to Structure Your IT Service Desk to Support Process Improvements

Buying a modern service desk tool won’t solve all your problems in and of itself. Although these tools are designed to ensure general best practices are met, service desk tools must also be configured to address your organization’s specific essential protocols. In a recent Info-Tech research shows that tiered service desks with a first-tier generalist…