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3 Key ITSM Trends for 2021

When writing about IT service management (ITSM) trends for the year ahead, in some ways it’s hard to get past what will likely be the biggest ITSM trend for 2021 – that’s digital transformation. It seems to have been a long time coming, with the concept of digital transformation now at least ten years old. But now the initial and ongoing adverse impact of the global pandemic has pushed it up ...

5 Key Questions on Enterprise Service Management Success

  One of the few good things that has come out of the COVID-19 crisis is that it has helped to accelerate digital transformation within organizations. Whether it be new products and services that ...

Enterprise Service Management in These COVID-19 Times

The COVID-19 crisis has brought new ways of working to many employees, with them now confined to their homes. Likely using more technology – to get their work done – than ever. The crisis has also ...

The 10 Commandments of IT Customer Success

At InvGate, our mission is to provide great service with every interaction, be it with our Sales, Support, or Customer Success teams. In fact, the kindness of our people is one of the positive ...

10 Tips for Getting Started with Enterprise Service Management

More and more organizations are appreciating that what they currently use for IT service management (ITSM) is also applicable to other business functions such as human resources (HR), facilities, ...

ITIL Roles Types and Their Responsibilities

With the creation of IT service management (ITSM) capabilities, you’ll find that role types are an important aspect to include; because, after all, you can’t get anything done without the right ...

10 Back-Office Digital Transformation Benefits Provided by ITSM Tools

There’s a lot of interest in enterprise service management (ESM) – the use of IT service management (ITSM) principles, best practices, and technology to help other business functions to improve their ...

ITSM 101: 5 Ways People Misuse ITIL

If you follow Twitter and read blogs about IT service management (ITSM), as I do, you will probably have read lots of complaints about ITIL. And yet most of the IT organizations that I work with use ...

Leverage Enterprise Service Management Benefits with Multi-Departmental Communication

While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and ...