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Microsoft Dynamics: 9 Ways ITIL®-Backed ITSM Solutions Are Different Than Microsoft Dynamics® 365 Customer Service—Case Management
To the untrained ear, IT Service Management (ITSM) and Case Management seem a lot alike. They are both disciplines that incorporate processes to deal with customer service. They both handle incidents (called “cases” in case management). They both even tend to have processes in place for meeting Service Level Agreements. One might be led to […]
IT Service Management: How ServiceTeam® ITSM Helps Managers Leverage Power BI Reports for Service Desk Optimization
“If you don’t know where you’re going, you might not get there.” —Yogi Berra Professional Baseball catcher, coach, and manager. Organizations need goals to be successful, but just having goals is not enough. Being able to translate those goals into actions and then optimizing those actions is equally important. One of the areas that can […]
IT Service Management: Great IT Service Management: The Most Important Tools
How would you define the term “digital transformation?” Does it conjure up images of brand-new computer equipment and innovative new gadgets? Eliminating paper and doing everything digitally? Screens, flashing indicator lights, and robots? Not really. It’s really not so much about technology! Digital transformation is all about people and how people change the way they […]
ServiceTeam ITSM: How ServiceTeam® ITSM Leverages User-Centered Methods to Enhance the Agent Experience
Today, Service Desk agents need a solution that emulates their own natural way of working and they need the right tools to support that natural behavior to best service their end-users, whether that’s customers or employees. When we engineered ServiceTeam ITSM, we used user-centered methods to inform our design decisions to incorporate the user’s (agents, […]
ServiceTeam ITSM: 4 Big Reasons ServiceTeam® ITSM is better than Case Management
IT Service Management (ITSM) is a well-established discipline that enables an organization to maximize value from the use of information technology, for example, by tracking incidents and so on, based on prescribed processes and best practices. Case management for IT, on the other hand, is a set of processes and features designed to support incidents, […]
IT Infrastructure Library (ITIL): Escalation of Tickets in ServiceTeam ITSM
Ticket escalation is an essential ITIL process, ensuring that tickets receive the attention they need, are resolved within an acceptable timeframe, and with minimal impact to the business or its customers. ITIL® and ServiceTeam ITSM work with two types of escalations; Functional Escalation Hierarchical Escalation The two types of escalation are used for different purposes […]