IT Service Management
See how you and your team can move from cost center to revenue driver, and become a tech leader in the process.
Does it matter if you use the term help desk, service desk, or ITSM to describe IT support? It does – as you might be underselling or overselling capabilities (either to yourself or others)...
The right metrics aren’t just a "nice to have" – they're a "must have." Now, you can measure both employee self-service and customer satisfaction. By providing an easy and fast way for customers to...
Any team that slings code for a living deals with service issues. They know all too well the hated red alert... the dreaded text in the middle of the night... the loathsome ping from...
I'm part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure...
Despite ITIL’s status as the gospel of IT, traditional ITSM (IT Service Management) tools supporting traditional ITIL leave many IT organizations frustrated. Keeping it old school works in a lot of areas, but IT...