Five Ways ITSM Analytics Improves IT Service Delivery
By Sridhar Iyengar, Vice President, Product Management, ManageEngine
Over the past few years, IT service management (ITSM) has become increasingly
important to an organization's IT strategy, and companies are seeking new
ways to improve IT service delivery and efficiency via better ITSM processes.
This increases the importance of tracking and measuring critical KPIs.
However, due to overwhelmingly large amounts of data, users find it
challenging to manually access, track and analyze critical help desk
information quickly. Using advanced IT analytics, managers can identify blind
spots and hidden gaps in their ITSM process as well as make accurate
decisions by monitoring key metrics.
Here is how advanced IT analytics can make the best of your IT service desk.
1. Minimize the impact of business downtime
Anticipate servi... (more)
Simple Secrets of Successful Knowledge Management
By LeAnn Smiles, Product Analyst, ManageEngine
Knowledge that doesn't serve is knowledge wasted. And for knowledge gained
from experience and research to be useful, IT enterprises need to organize,
manage and offer it in the best way possible. Fortunately, the best way isn't
a Herculean task when you employ simple tricks to build a profound knowledge
base (KB). A sound knowledge base eliminates the need to rediscover or
reformulate knowledge and improves the support process. With that in mind,
consider these best practices to help ... (more)
What Changing Times Mean for IT Admins
By Vidya Vasu
Just as writing has come to mean texting, blogging or any form of digital
writing, the cloud today means one or all of the three Cs: computing,
connectivity and communication. And just as nearly all thought to putting pen
to paper has disappeared, all reference to the natural cloud is long
forgotten. The three Cs have altered the way we consume services. The adage,
"change is the only constant," holds true in the IT landscape like no other,
forcing IT admins to constantly learn new skills and make strategic
decisions.
The ch... (more)
Top Five Practices to Ensure Agility in Your IT Service Desk
By Aparna TA, Product Analyst, ManageEngine
The agile approach is everywhere. Born in the software development world,
agility means adaptive planning, ongoing development and continuous
improvement. Rapid and flexible response to change is critical. It is not
surprising that the best practices of agile software development penetrated
into other areas, and ITSM is no exception.
Unless you've been away from ITSM for the last 10 years, you know that an
agile IT service desk is flexible, automates processes for quicker incid... (more)
Everything You Need to Know About ITSM Analytics
By Sridhar Iyengar, Vice President, Product Management, ManageEngine
ManageEngine conducted a survey to understand what IT pros need from an
advanced analytics tool. The survey looked at the critical areas of analytics
and reporting for service desk management around incident management, asset
management and change management.
Here's what they had to say:
Who needs reporting the most?
76.6 percent indicated CIOs and service desk managers.
Service desk managers and CIOs are key decision makers who need insight from
their data to form... (more)