Moving from Support to Customer Engagement
The brightest minds in service and support gathered for a week of connecting, learning, and discovery at the HDI 2017 Conference and Expo. This year, we saw excitement around innovation, automation, and business alignment.
101+ Ways to Automate Your Workplace
In this new era of cloud-based software solutions, you can now fully leverage your expertise to reinvent your role. You can reach out to every corner of your organization and drive process improvements for service requests and delivery. Help your peers automate the way they work, and be the champion of improving services throughout your organization.
The Starting Line of Service Management
As departments across organizations begin to shift their methods to a service-focus, it is pivotal to understand the basics of service management that have helped the IT department.
Enterprise Service Management: Uniting Customer and Service Models
Enterprise service management (ESM) is built on ITIL and IT service management concepts. The evolution of these concepts are the building blocks to ESM and moving your business services in an agile direction, while improving the customer experience.
Smart Questions for Your SaaS Vendor
To find the perfect SaaS enterprise service management vendor, it’s vital to ask the right questions during the selection process, and know the answers to look for on topics like security, performance and availability, and usability.
IT For Education: Priorities, Challenges, and Automation Secrets
IT teams in the education industry are charged with delivering cutting-edge customer service to students, faculty, and staff
ITSM Projects: 10 Mistakes You’re Probably Making
From ITIL to training to technology, what is hindering your IT service management projects from moving forward successfully?
Email Overload: Why Leaving Work Isn't So Easy Anymore
1,500 Survey Respondents Detail the Effects of Email on their Work Productivity and Personal Lives
Transforming Business Collaboration Through Enterprise Service Management
It’s no longer just IT. The mindset of departments as service providers is on the rise.
Transforming ITIL to Fit the Modern IT Organization
ITIL has evolved into a common framework for the management of all IT activities.
Visibility: Keeping Leadership Happy with IT Service and Support
For those who are able to provide better visibility to their leadership, they are seeing a completely new world for IT service and support.
The Secret Life of IT Assets
IT asset management is no longer a process specifically for large global organizations who are trying to avoid a lengthy audit process. It’s critical to every business structure.
How World-Class Service Desks Use Benchmarking for Continuous Improvement
Service desks that engage in benchmarking on an ongoing basis can achieve world-class levels of performance by continuously reducing costs, while simultaneously improving the quality of service offered to their customers.
Selecting a Cloud-Based ITSM Solution: 5 Unexpected Considerations
As you evaluate service desk providers in the marketplace, you likely have a handle on features and functionality offered in competitive solutions. But, are you aware of other factors that are equally important to being successful with a cloud-based service desk solution?
Making the Business Case for IT Asset Management
IT asset management is an important business discipline that provides insight into a company's information infrastructure and enhances the ability to control the performance of IT assets.
Quantifying the Value of Software Asset Management
Discover the benefits of software asset management (SAM) and the areas where a SAM solution can deliver tangible, quantifiable cost savings to your organization.
SaaS vs. Legacy ITAM Tools: How the Hosted Approach Delivers Greater Value
This white paper highlights the benefits that can be achieved by choosing an on-demand, SaaS-based IT asset management system, building a strong business case that clearly demonstrates that on-demand IT service management solutions are far more cost-effective than their on-premise counterparts.
On-Demand IT Asset Management: What It Is, Why You Need it, & How You Can Benefit
As businesses operate on a broader, more global scale, IT assets are often purchased, implemented, and maintained by different departments in remote locations.
IDC Vendor Profile
IDC believes Samanage is a company to watch because Samanage has found relatively untapped market for cloud-based asset management and service management. By combining these solutions into an integrated offering, the company could benefit from a first-mover advantage.