• ITSM Tools and the Pain of Change – is it worth it?

    ITSM Tools and the Pain of Change – is it worth it?

    Why is it that surveys constantly tell us that we are not happy with the ITSM tools used at service desk? Is it really the tool’s problem or, as seems more likely to me, do we just not use them properly? A joint research project carried out by SDI (Service Desk Institute) and Freshservice showed
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  • Vendor Performance Management – Part 2

    Vendor Performance Management – Part 2

    As the number of vendors per company keeps increasing, the complexity of vendor performance management is growing as well. Fortunately, an ITSM platform can be an efficient tool for organizing the process. In the previous part of this article, we figured out how an ITSM solution can help to get a single view of the
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  • Vendor performance management – Part 1

    Vendor performance management – Part 1

    Addressing the challenges with an ITSM system Today, the number of service vendors per company keeps increasing. This may be stimulated either by the need to reduce the number of in-house IT support staff through outsourcing several IT functions (e.g. maintenance of the ERP or the customer portal), or by the desire to provide service
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