Last week, we published part one of our incident management tips blog, looking at the following steps in the incident management process: identification; logging; categorization; prioritization; and initial diagnosis (incident matching). Now in the second part of the blog we look at tips for incident: escalation; investigation and diagnosis; resolution and recovery; closure; and ownership, monitoring, tracking, and communications.
Topics: Service Desk
The IT service management (ITSM) process incident management is the process, or set of activities, that ensures all IT issues (termed “incidents” by ITIL, the ITSM best practice framework) are logged and progressed effectively and consistently through to resolution. All while ensuring that nothing is lost, ignored, or forgotten about.
Topics: Service Desk
Smart entrepreneurship entails efficient management of an IT infrastructure – which encompasses a wide range of components. Periodic tracking and inspection of hardware and software assets enable organizations to periodically determine the status of their computer systems, and point out flaws that need to be addressed. In knowing the exact nature of the software-related problem, companies are able create a plan of action and deploy that plan to avoid the issues from turning into problems that require complex repair.
Topics: IT Asset Management
Identifying why a request was not resolved on time is always a difficult task. Whenever the SLAs are in red or our customer satisfaction ratings are low, a brave soul must search for the reason in comments, status changes, and the activity / audit history of the extensive request.
The simple fact of analyzing unstructured information makes this a difficult task, which easily puts one in a bad mood. To make matters worse, the results of these analyses are often not clear or precise, and usually end up wrongfully putting the blame on the customer.
Topics: Service Desk
It has been a HUGE last few months for the Service Desk team, with 4 major releases and the addition of more than 15 new feature improvements.
Our focus has been on management of shifts, holidays and absences, expanded automation, improved user management and enhanced accessibility from mobile devices.
So what is included in these most recent releases?
Topics: InvGate Products
This week, ITSM Pro’s from around the globe have descended on New Orleans for the 2015 Service Management Fusion Conference (#SMFUSION15), hosted by itSMF USA and HDI. We have been keeping up through social media for the past few days and we’ve handpicked some of our favorite moments so far. Have a look!
There have been a number of panel discussions at #SMFUSION15 on various topics but here are a couple that jumped out from the podcast.
It’s been a busy week here at InvGate! On top of our normal day to day activities, we are preparing to host a panel discussion on building your ITSM Dream Team next Thursday.
We like to take a few minutes at the end of each week to highlight the interesting articles and influential people that have popped into our inboxes so here are a few recent finds in the #ITSM sphere that grabbed our attention.
As we approach our live panel discussion next week, we are wrapping up our blog series on building your ITSM Dream Team. If you haven’t had an opportunity to review the series yet, here’s a list of the posts in order so far.
- Get In The Game! Do You Know Your ITSM Role?
- How To Build Your ITSM Dream Team
- How To Empower Your ITSM Dream Team
- How To Empower Your ITSM Dream Team - Mobility
- Your ITSM Dream Team: Fitting Everything Together
- The ITSM Dream Team of Tomorrow
- A Sneak Peak Of Our Upcoming Webinar
- The ITSM Dream Team of Tomorrow - Onboarding & Succession
In our last post, we examined how the ITSM Dream Team of tomorrow will look somewhat different than the team of today. We spent some time looking at the expanding roles and responsibilities that IT teams will face. We also showed how chemistry between IT, Development, and Operations, is going to the key to successful ITSM in the future.
To add more context to the conversation, we will be hosting a panel discussion on October 22nd with experts from both the Service Management and HR/Recruiting world. If you ever find yourself managing a team or in a position to hire new talent, you definitely want to check it out!
Topics: IT Management