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In this article, we’ve cataloged some trouble spots #ITSM engineers may face while #workingfromhome, and have included a few #tips to overcome these struggles. After reading this, you’ll know how to run a successful #servicedesk remotely, even from your kitchen!

Work from home tips for ITSM engineers

During this global crisis, how well has your IT #servicedesk tackled the challenges that have cropped up in your organization? Learn how global #IT teams reacted to the #pandemic and the challenges they faced in their IT operations. #ITSM #remotework #ITEbooks

This #handbook captures all our learnings and the #incident frameworks that we developed to handle every type of incident with process maps, checklists, and #best_practices. As the incident threat landscape continues to evolve, we are still learning and adjusting our incident response approach. We hope this handbook makes for an informative read and helps you assess your existing #incident_response readiness, so you can bolster your incident response plan.

From self-driving cars that proactively avoid collisions to #AI systems helping doctors diagnose diseases faster, AI has proved it can make our lives easier. With all the hype, you may be wondering if there's a place for AI in your #IT_service_desk. This #white_paper is loaded with #ITSM use cases and scenarios that can help you understand the effects of AI on IT service desk operations. Download your free copy now to find out how AI fits into your IT #service_desk.

Free eBooks

A #major _incident_management process is a must-have for organizations, as it helps them minimize the business impact of a #major_incident. The major incident management process primarily consists of the following steps: Stage 1: Identification Stage 2: Containment Stage 3: Resolution Stage 4: Maintenance

Workflow diagrams - ITIL Incident Management

Here is a list of features that you need to keep an eye out for when choosing a #service_desk tool. Having these features in place will help you implement an effective #change_management process in your organization.

We know what #change_management is, let's look at why organizations need it, starting with the objectives of change management.

#ITIL describes change management as the process of tracking and managing a change throughout its entire life cycle, from start to closure, with the aim to minimize risk. Setting up a systematic #change_management process helps your organization implement incident-free changes with a high success rate.

ITIL Change Management

A #major _incident_management process is a must-have for organizations, as it helps them minimize the business impact of a #major_incident. The major incident management process primarily consists of the following steps: Stage 1: Identification Stage 2: Containment Stage 3: Resolution Stage 4: Maintenance

#Incident_management covers every aspect of an incident across its #life_cycle. It speeds up the resolution process and makes #ticket_management transparent. Without #incident management, handling #tickets can be a hassle.

Each organization can have its own custom roles and responsibilities, below are some of the most common #IT_incident_management roles. 1. End-user / user / requester 2. Tier 1 service desk 3. Tier 2 service desk 4. Tier 3 (and above) #servicedesk 5. #Incident_manager 6. Process owner 7. Tier 1 #helpdesk And more. Visit the website to learn more about incident management roles and responsibilities.

ITIL Incident Management

The Information Technology Infrastructure Library (ITIL®) is an integrated set of best practices developed to assist businesses in delivering #IT services to customers. #ITIL is a widely adopted framework designed by the Central Computer and Telecommunications Agency (CCTA), a government agency in Great Britain; it's currently owned by #AXELOS Ltd.

ITIL

Blog and #infographic: Do you know the differences between #Scrum and #Kanban? by Andre Becker #agile

Read about 7 #ITSM success stories from reputed industry insiders in this free e-book, including how a company increased its user satisfaction and saved $130k in the first three months of implementing #ITSM_processes. Download it here.

Looking for avenues to learn #ITIL4 for free? Join this free #webinar by Barclay Rae, #ITIL 4 co-author, and learn helpful ITIL 4 applications. Book your spot now!

ITSM

Explore this free infographic to get a quick overview of GDPR, its key concepts in the ITSM context, and the aspects of ITSM it influences. Take advantage of insights on service desk features that could help IT service desk teams implement privacy policies, and also some actionable takeaways.

An infographic on how to build an effective help desk knowledge base (KBase) to improve agent productivity and customer satisfaction. Best practices included.

ITSM Infographics

A comprehensive guide: The release management process involves planning, scheduling, controlling, testing, and deploying releases. Here are 11 release management procedures framed with ITIL best practices that will help overcome challenges in releases and their deployment and ensure there's no interruption to business continuity.

release management workflow

configuration, change and release processes

Release management

Asset management workflow automation

IT purchasing order process flow

Workflow diagrams - IT Asset Management (ITAM)

Help desk #software for small-medium sized businesses #workflow process

Help desk #software for IT support #workflow process diagram

Help desk reporting process

Workflow diagrams - Help desk software

Let's now look at how you can implement #change_management in your organization. The first thing is to set up an effective #change_process that enables you to plan changes, get the necessary approval, and implement changes. Here is a #change_management_process you can follow to effectively handle changes.

ITIL Change management processes are one of the most difficult to implement in an organization. The objective is to minimize the impact of incidents and to ensure business continuity. Change management process flow showing most important interfaces of the process.

ITIL change management process diagram

Workflow diagrams - ITIL Change management

Help desk reporting process

IT purchasing order process flow

Service catalog workflow process

Workflow diagrams - Other