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ServiceTeam ITSM: The Ins and Outs of Automation with ServiceTeam ITSM
To automate or not to automate isn’t even a question anymore. The jury is in. The judge has ruled. Automation is a must-have. No matter the size of your IT department, in today’s IT world it would be just too hard to manage IT services manually considering the scale and speed at which most IT […]
ServiceTeam ITSM: Keep up with a fast moving world with Change Management
The importance of an established change management process cannot be overstated for the smooth running of IT. Say you specialize in a banking app and one of your customers asks you to change one of the features in the app. This isn’t a simple update. There is very confidential information in the bank’s database being […]
ServiceTeam ITSM: The Power of Provance ServiceTeam ITSM and Microsoft Outlook®: Sometimes Simple is Best
It’s inevitable. As technologies evolve and add more capabilities, complexity can grow and often at the expense of productivity. One of our Provance customers asked us if we could add a button in Outlook to allow its end users to submit tickets more easily and conveniently into the system. Portal adoption is very low, […]
ServiceTeam ITSM: Faster and Better: Knowledge Centered Support is the key to improving your customer’s experience.
You know the drill. You have several agents busy each day trying their best to solve customer problems. They are customer-centric folks by nature, but often are not empowered to give your customers the full power of the knowledge within the team. Amp up agent expertise with Knowledge Centered Support Knowledge centered support is a […]
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. […]
Provance ITSM: IT Asset Management - Process and Best Practice
Lifecycle is what you do. Asset tracking records are about what you’ve done. Process is, of course, about how you do it. Process is the essence of IT asset management (ITAM). It’s all about process. Gartner Research Director Patricia Adams underscores the importance of process and tool support in managing assets through the entire lifecycle: […]