Microsoft Vulnerabilities Report 2022
Get insight into the future of ITSM for a business that’s always-on. Hear from Gartner® on strategic actions for 2022 that highlights the 5 areas that I&O leaders must focus on to be effective enablers of ITSM.
2022 Strategic Roadmap for IT Service Management
Get insight into the future of ITSM for a business that’s always-on. Hear from Gartner® on strategic actions for 2022 that highlights the 5 areas that I&O leaders must focus on to be effective enablers of ITSM.
INFO-TECH’S IT SERVICE MANAGEMENT SELECTION GUIDE
INFO-TECH’S IT SERVICE MANAGEMENT SELECTION GUIDE In this IT Service Management Selection Guide, Info-Tech experts discuss how you can build a business case and get the buy-in you need. We’ll…
EXPLORE KEY METRICS TO MEASURE SERVICE DESK EXCELLENCE
The Freshservice Service Management Benchmark Report 2021 (FBR 2021) is a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs, and benchmark against the index thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.
#CUTTHEWAIT PLAYBOOK: 5 STEPS TO SPEEDY CUSTOMER SERVICE
Today, customer service should be at the center of your growth strategy. According to McKinsey research, more than 60% of consumers are trying new brands due to economic pressures, store closings, and changing priorities. With these consumers going online in their search for better and safer ways to transact with businesses, the lines between sales and service are blurring. Companies cannot treat customer service reactively anymore.
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.
GARTNER’S 2021 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.
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.