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Microsoft Dynamics: 10 Ways ITIL®-Backed ITSM Solutions Are Different Than Microsoft Dynamics® 365 Customer Service—Case Management

To the untrained ear, IT Service Management (ITSM) and Case Management seem a lot alike. They are both disciplines that incorporate processes to deal with customer service. They both handle incidents (called “cases” in case management). They both even tend to have processes in place for meeting Service Level Agreements. One might be led to […]

IT Service Management: How ServiceTeam® ITSM Helps Managers Leverage Power BI Reports for Service Desk Optimization

“If you don’t know where you’re going, you might not get there.” —Yogi Berra Professional Baseball catcher, coach, and manager. Organizations need goals to be successful, but just having goals is not enough. Being able to translate those goals into actions and then optimizing those actions is equally important. One of the areas that can […]

IT Service Management: Great IT Service Management: You Can’t Manage What You Don’t Measure

In the first blog post in the Great IT Service Management series, What You Need to Know—What You Need to Do, Howard M. Cohen, 35-year veteran of the IT industry, wrote about what a great Service Manager can do to achieve great customer service. In the second blog post, The Most Important Tools, Howard M. […]

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IT Service Management: Great IT Service Management: The Most Important Tools

How would you define the term “digital transformation?” Does it conjure up images of brand-new computer equipment and innovative new gadgets? Eliminating paper and doing everything digitally? Screens, flashing indicator lights, and robots? Not really. It’s really not so much about technology! Digital transformation is all about people and how people change the way they […]

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IT Service Management: Great IT Service Management: What You Need to Know – What You Need to Do

Just as a great coach is a major component of creating a winning team, a great service manager is a major component of creating great customer service. There are some things we know instinctively about great service managers. They must have a tremendous commitment to delivering great customer service, and to earning high grades on […]

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ServiceTeam ITSM: How ServiceTeam® ITSM Leverages User-Centered Methods to Enhance the Agent Experience

Today, Service Desk agents need a solution that emulates their own natural way of working and they need the right tools to support that natural behavior to best service their end-users, whether that’s customers or employees. When we engineered ServiceTeam ITSM, we used user-centered methods to inform our design decisions to incorporate the user’s (agents, […]

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