The State of IT Service Management in a volatile 2021

Written in partnership by The Service Desk Institute, this 2021 ITSM report will look at the thoughts and predictions of IT Teams, from the skills service desk analysts of the future will need and the state of their emotional wellbeing, to how automation is impacting individuals organisations and generally how IT professionals feel about the future of the industry in such a volatile environment.

FORRESTER TOTAL ECONOMIC IMPACT STUDY™ (TEI) COMMISSIONED BY FRESHWORKS

Investment in digital transformation efforts must translate to direct business benefits by reducing costs while growing faster. The Total Economic Impact™ Study, conducted by Forrester Consulting on behalf of Freshworks, illustrates how Freshdesk Omnichannel can revolutionize your contact center.

Be a Service Management Champion: EXECUTIVE SUMMARY - HOW TO BUILD A BUSINESS CASE FOR YOUR IT PROJECT

You are a champion and a change-maker, with an eye on identifying and implementing solutions that will improve your business, now and in the future. You know it’s time for a new ITSM Solution. Arm yourself with the insights and positioning you need to bring decision makers into the conversation and champion changes to your service desk environment.

Be a Service Management Champion: EBOOK 1 - BENCHMARK YOUR SERVICE MANAGEMENT PRACTICE

How does your ITSM solution stack up? Stop guessing and start benchmarking. Before you can determine where you’re going, you need to understand where you are—especially when it comes to transforming your ITSM solution. Too often, though, organizations get comfortable with the status quo, even if that status quo isn’t delivering—or, worse, slowing down your workflows and creating hurdles to business success.

Be a Service Management Champion: EBOOK 2 - MAKE SENSE OF YOUR ITSM OPTIONS

Which ITSM solution is right for you? Identify the capabilities you need and then evaluate vendors. You know it’s not about choosing any ITSM solution—it’s about choosing the right ITSM solution. And given the complexities and capabilities in the service management landscape, finding that spot-on solution—and selling it through internally—isn’t always so simple.

Be a Service Management Champion: EBOOK 3 - ESTABLISH THE BUSINESS IMPACT OF THE RIGHT ITSM

Numbers speak louder than words. Quantify the impact a new ITSM solution will have on your business. Let’s face it: gaining executive buy in means ensuring stakeholders and decision makers understand the direct, financial impact of your recommendations. Pulling those pieces together, though, and putting them through the lens of your organization’s unique needs and objectives can be challenging. Until now.

Be a Service Management Champion: EBOOK 4 - Gain Widespread Support and Executive Buy-In

Do you have the internal momentum to bring your ITSM proposal into reality? You’ve done the heavy lifting—not just identifying the holes in your existing ITSM solution but researching the right ITSM solution and creating meaningful positioning that simplifies justification. Now it’s time to take your work across the finish line and move from vision to reality.

GARTNER'S 2020 MAGIC QUADRANT FOR IT SERVICE MANAGEMENT TOOLS

The Gartner Magic Quadrant for IT Service Management Tools provides an invaluable resource for evaluating ITSM vendors. In this report, you’ll find recommendations for defining your ITSM requirements as well as a side-by-side look at the industry landscape. See how each ITSM vendor is placed and get recommendations for selecting a solution that matches your needs.

GARTNER'S 2020 MAGIC QUADRANT FOR CRM CUSTOMER ENGAGEMENT CENTER

The 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) report examines the global market for customer service and support applications. It helps business leaders identify the latest customer service priorities and evaluate a wide range of customer service applications to make the right choice.

Privileged Access Management Checklist

This PAM Checklist is the most thorough tool for holistically assessing your privileged access security needs and mapping them to modern privilege management solutions. It will help you identify where to begin your privileged access management project, how to progress to a better IT security posture, and what business outcomes to expect.

10 Criteria for choosing a Next-Gen ITSM Platform

Selecting a new IT service management (ITSM) tool has never been a straightforward process. With dozens of options ranging from basic ticketing functionality to complex enterprise suites, it’s easy to get bogged down in the fast-growing list of requirements, conflicting stakeholder views, and endless vendor demos and pitches.

Enable & Secure Your Remote Workforce

IT departments are under incredible pressure to maintain the business productivity for an expanded remote workforce that may already be exponentially larger than it was just a few weeks ago. As many IT teams work overtime to enable remote workers, the risks of not maintaining security practices are also top of mind, with the acute awareness that threat actors are actively seeking opportunities to benefit from current circumstances.

9 Considerations Before You License a New ITSM Solution

It may be easy to find a potential ITSM solution that meets your IT service management requirements. However, it might be difficult to calculate the hard and soft costs of this solution. Getting clear answers to these nine questions is critical in controlling your total cost of ownership.

ESM: The (r)evolution of ITSM

In a recent study by leading IT analyst firm Enterprise Management Associates (EMA), 87% of organisations reported having some level of ESM (enterprise service management) deployment from their ITSM platform/team. What’s more, given a healthy selection of possible responses, 38% rated the impact of supporting ESM as “transformational” on the relationship between IT and business stakeholders.

5 PROVEN STRATEGIES TO MAXIMIZE SERVICE DESK EFFICIENCY

The pace of business is faster than ever before–and the pressure is on to keep up. Discover five ways to gain the speed and efficiency needed to deliver upon the business’ expectations.

THE DEFINITIVE GUIDE TO SERVICE DESK KPIs AND METRICS

Many IT service desk leaders and practitioners wonder whether they have the right portfolio of KPIs and metrics, even when they are hitting (or exceeding) the targets they have established. If this sounds familiar, then this guide is for you and your service desk team.

WHY BUILD A SERVICE-CENTRIC SECURITY STRATEGY

Bad actors are not limited to Hollywood. According to the 2019 Verizon Data Breach Investigations Report, (DBIR) 59% of healthcare breaches exposing corporate data to an unauthorized 3rd party were caused by internal actors. This paper outlines how a CISO can plan and build a security defense against these bad actors.

5 COMMON MISTAKES WITH ENDPOINT ENCRYPTION

Endpoint encryption is heralded as one of the cornerstones to securing data and complying with data protection regulations, but it introduces new challenges which can result in costly mistakes.

7 DEADLY SINS OF ITIL IMPLEMENTATION

ITIL provides a set of recommended best practices, but it doesn’t hold all of the answers. When you look to ITIL as the “be all and end all”—instead of the means to an end—you can easily become misguided.

MICROSOFT VULNERABILITIES REPORT 2019

The 2019 Microsoft Vulnerabilities Report compiles every Microsoft security bulletin from the past 12 months, analyses the trends, and includes viewpoints from security experts. Enter your details below to access your free e-book.

BUSTING THE 6 MYTHS OF PAM

In this whitepaper, you’ll discover six popular beliefs about Privileged Access Management (PAM) that are, in fact, wrong. We’ll explain why, shed some light on the truth, and provide you with actionable takeaways to develop your journey to a more secure, folklore-free organisation.

IT SERVICE MANAGEMENT 2020: THE FUTURE OF ITSM

Included in this exclusive eBook are recommendations for developing an ITSM roadmap, tips for leading the digital revolution in your organization, and ideas for taking advantage of the changing IT landscape.

ITSM Handbook for Remote Workforce Enablement

The magnitude of IT and workforce disruption that’s taken place in recent weeks has tested the mettle of IT teams everywhere. As workers transition from office to home, staff are racing to deliver the tech and services employees need to do their jobs, as well as introduce new systems and processes that boost productivity.