Turn your service desk into a business function you and your company can be proud of – one that delights your customers with superior support, delivers a predictable user experience, and provides the agility to help you get ahead of the needs of your business.
Informed by extensive EMA research and two compelling deployment narratives, this report examines what EMA calls “next-generation ITSM” and its contributions toward optimising changing IT and business requirements. We will also contrast these advances with the risks of staying with legacy ITSM models and then evaluate and itemise the risks of “doing nothing” and allowing legacy ITSM to persist.
The adoption of cloud-based solutions demands that the business take a look at the skills needed for success, the delivery channels that must be realigned, and the potential effects on the business. This whitepaper looks at: the reasons service delivery via the cloud can adversely affect IT’s ability to meet an organisation’s needs, why the market has been and will continue to be inundated with a plethora of ITSM vendors creating solutions dedicated to supporting cloud-based service management, which benefits an organisation can achieve by moving to a cloud-based environment
In the technology-enabled enterprise, business agility depends on IT. This paper explores how you can increase agility by moving to the cloud and creating a service management hub for digital service innovation. Find out:the five considerations for building a successful services hub: capabilities, integrations, visibility, the platform, and the partner, how a successful service hub can fulfil the mission of accelerating IT to the speed of business and how the cloud facilitates transformation by freeing the organisation to focus on its core competencies
To improve business processes and gain efficiency, its important to identify the signs that your ITSM solution is outdated, inefficient or both. In this paper we look at key questions'you should be asking, such as:
• Is your IT staff still using time-consuming manual methods to address common service requests and IT requirements? • Does your organisation lack an automated Service Request Management (SRM) system? • Is your current ITSM solution able to support all your IT reporting and information needs?
Many organisations believe they can transform their IT operations by simply buying a new management tool. However, this is just the start. This whitepaper discusses the dynamics of a complete transformation: • Learn why IT management tools should be more than "plug & play" • The 5-step plan to implementing ITSM for the best results long-term • Understand why your approach should be more about the data and less about the tool itself
The approach to ITSM is evolving to encapsulate more end-user and enterprise functions. This whitepaper uncovers new ways to extend ITSM to deliver greater benefits to the organisation. • Learn the three-step approach to tapping into the information from your end-user community • How to build a supply chain model that creates growth and retention • Four case studies of companies using information to streamline and create mature ITSM functions