2019-12-16 20:34
Starting, well, as of this post you’re currently reading, there will be no new blog content on this site. Don’t shed a tear just yet. This is not the end of our ITSM jou… Read More
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IT service management & IT asset management news and thoughts.
2019-11-15 13:28
These days, it’s difficult to give a unique presentation on service desk automation. Everyone talks about it. Much of the discussion is “pie in the sky.” When the… Read More
2019-11-05 14:00
Technology’s prevalence and our dependence on said technology in the workplace is only growing. It should come as no surprise then that in a recent survey of SolarWinds global… Read More
2019-10-30 14:51
When the team asked me to present a webinar on employee engagement with the service desk, I started to think about what that term means. To me, successful engagement with employees, clients… Read More
2019-10-23 13:48
According to a report based on statistics from the U.S. Census and the U.S. Bureau of Labor, remote work has increased nearly 160% since 2005. It’s no secret that the enabling… Read More
2019-10-14 13:42
You’re likely to receive a different definition of employee engagement depending on who you ask, but understanding how to apply it as an IT professional is critical. Essential… Read More
2019-10-10 19:23
The 8th annual virtual IT learning event hosted by SolarWinds®, THWACKcamp, is back again this year, and we’ve got a jam-packed schedule you don’t want to miss as an… Read More
2019-10-04 18:15
In a competitive job market, keeping employees happy is a big emphasis for HR. The way they provide services can have a direct impact on retaining employees, but this is dependent o… Read More
2019-09-26 13:01
As an IT professional, you probably routinely witness new employees settle into their new role with a plethora of devices and software applications to get acquainted with. Everythin… Read More
2019-09-20 18:51
Understanding the technology infrastructure you have is one thing, but what exactly does it mean? The terms discovery and asset management get thrown around a lot in the IT world. I… Read More
2019-09-13 13:55
Technology has changed a lot in a decade. Flashback to 2009 when smartphone adoption was still growing, and the concept of using a service desk to do anything in the office was a re… Read More
2019-09-12 12:39
This year marks the fifth anniversary of IT Professionals Day! On the third Tuesday of September, we stop to recognize the dedication and hard work it takes to keep the ever-growing… Read More
2019-09-06 13:57
Are you taking a modern approach to the way your IT team manages its technology assets? With so many separate service desk and IT asset management (ITAM) solutions available on the… Read More
2019-08-28 12:53
As one of the 34 practices outlined in ITIL 4, IT asset management (ITAM) is one of the most practical undertakings your IT department can carry out this year.
While asset managemen… Read More
2019-08-21 13:54
If you find yourself dealing with an influx of requests, a lack of organization, or employees not knowing when to expect services to be completed – it may be time to think abo… Read More
2019-08-14 12:25
Service portal adoption can be one of those never-ending goals service desk agents and SysAdmins have. Whether you already have a service portal implemented or are just exploring th… Read More
2019-08-01 14:45
In today’s service desk environment, a system that can handle requests is an important part of the daily operations of the organization. Providing excellent services manifests… Read More
2019-07-26 11:00
Today marks the 20th anniversary of System Administrator Appreciation day! We want to encourage everyone to thank your sysadmins for all the work they do to keep all the new technol… Read More
2019-07-24 13:22
The day-to-day life for most IT techs can be stressful to say the least. High priority tasks like security and upgrading infrastructure can sometimes be difficult to prioritize when… Read More
2019-07-17 13:30
Service desks have come a long way in the last few years, and if you’re looking to migrate to a new solution, it may seem like a daunting task. The good news is that with the… Read More
2019-07-09 15:45
Is the performance on your IT help desk lacking? Have there been complaints?
The trick to righting the ship is to act quickly, decisively, and positively. With the right plan… Read More
2019-07-02 15:00
Issuing software licenses to employees is another one of those routine IT tasks that you may not think twice about. But what may go unnoticed is software titles employees install, t… Read More
2019-06-28 15:00
The SolarWinds® Service Desk team is proud to announce our 2019 SIIA CODiE Award win for Best IT Management Solution! This marks our fourth consecutive win, and we are honored t… Read More
2019-06-25 18:59
It’s 12:00 a.m. — do you know where your IT assets are?
The task of managing and organizing hundreds or thousands of devices and software licenses might seem daunting, b… Read More
2019-06-18 12:00
After more than 20 years of dedication to delivering IT infrastructure management solutions, we are excited to announce today that SolarWinds is making its IT service management deb… Read More
2019-06-11 14:14
Information Security, Assets, and IT Security Threats
Assets are broadly defined as “items of value.” Technology assets make up the backbone of many successful organizat… Read More
2019-06-06 13:43
AI and Machine Learning for Businesses
The future we were promised may not have arrived in the form of jet packs, hover cars, and replicators (well, not yet, anyway), but in more su… Read More
2019-06-04 14:15
What Does It Mean To Be “Service Oriented”?
One of the biggest challenges facing contemporary IT leaders is finding the requisite time to be an innovative partner to the… Read More
2019-06-04 13:28
The Subtle, Yet Powerful Impact of IT
Sometimes it can be challenging to see the impact of IT and the service desk on an entire organization or business. But the impact of IT on bus… Read More
2019-05-30 14:39
Finding the Best Asset Management Software for Your Needs
If you’ve ever walked a few blocks in shoes a size too small, you know just how important the right fit can be. That… Read More
2019-05-28 13:15
For IT professionals, it can be difficult to determine how much time to allocate for high-priority tasks that can actually move the needle in a growing business.
Unfortunately, a li… Read More
2019-05-23 13:35
IT Asset Management Meets Employee Service Management
IT asset management can be a fundamental element of ongoing organizational success. Organizations large and small, in multiple… Read More
2019-05-21 13:45
Multi-Cloud Management, Multi-Tenant Cloud ITSM Platforms, and IT Security
IT security is a complicated and continually evolving set of targets that is well beyond the scope of a si… Read More
2019-05-16 14:05
Seeing a positive return on investment when it comes to a service desk can be challenging without the right solution in place. Whether it is properly routing requests or creating ap… Read More
2019-05-14 14:15
ITSM and ITAM – Better Together
For many of us, even some who may have been in the IT game for a while, it can be challenging to navigate the wide variety of acronyms dotting… Read More
2019-05-08 15:41
We are thrilled to be named a SIIA CODiE Awards finalist — for the fourth consecutive year! This year’s nomination of Samanage Service Platform for “Best IT Manage… Read More
2019-05-07 14:03
Agile ITSM and the Agile Service Desk
Up to this point, Agile IT has been mostly confined to the world of software development. Well…that is changing. Simply put, Agile has p… Read More
2019-05-01 11:00
It’s hard to believe in the time of digital transformation that most IT departments continue to use phone (77%) and email (87%) as their main support channels. However, what m… Read More
2019-04-30 13:45
Applications of Artificial Intelligence Are Everywhere
You may not realize it unless you are deeply involved in the creation and application of artificial intelligence, but AI is ev… Read More
2019-04-25 13:45
Smart ITSM From a Smart Service Desk
ITSM is not static. In fact, the ITSM industry is in a near-constant state of growth and flux. Artificial intelligence or machine learning, as i… Read More
2019-04-23 13:45
Chatbot Development Is Key to Effective AI
Intelligence has long been the goal when it comes to machine learning, and developing effective and efficient tools to augment ITSM effort… Read More
2019-04-18 14:15
AI as a Service
These days, it seems like you can’t spend more than a few moments surfing the Internet without running across an article, blog post, or webinar devoted to how… Read More
2019-04-16 13:30
How Digital Transformation and the Rise of Automation Is Impacting the Future of ITSM
IT leaders have never been in a more dynamic and pivotal role, no matter what organization they… Read More
2019-04-11 13:30
The ETL Process vs The ELT Process
Is the ETL process (Extract, Transform, Load) still a vital and relevant approach? As a holdover from an era before Big Data, automation, machine… Read More
2019-04-09 14:30
A Quick Guide to AI Terms You Need to Know
With the increasing use of AI being implemented to run everything from IT Ops to service desk processes, it is increasingly incumbent upon… Read More
2019-04-04 14:15
Incident Management Process Flow for ITIL Incidents
Incident management is one of the critical functions of IT. So much so, in fact, that many users in your own organization may be… Read More
2019-04-02 17:52
Introducing the ITIL 4 Foundation
This year brings us a new version of ITIL, the world’s leading best practice guidelines for IT service management (ITSM). The ITIL 4 release… Read More
2019-03-28 14:30
AIOps and the New IT Skill Set It Requires
If you’ve been in IT Ops for more than a few months, then you don’t need a blog post to tell you what your job is. But, with… Read More
2019-03-26 13:45
Intelligent Automation for IT
Grow or die; even in its severity, this axiom holds true, regardless of whether your organization is mature by most measures. No matter, you must be co… Read More
2019-03-21 14:00
IoT Device Security and How It Affects You
We are living in a time in which we are more directly connected to one another than ever before. And truth be told, these connections ofte… Read More
2019-03-19 14:00
ITSM Leaders and ITSM Experts You Should Follow in 2019
If you’re in the world of ITSM deep enough that you’re reading blog posts like this one, then you probably don&rs… Read More
2019-03-14 14:00
ESM Drives Agile Transformation Beyond IT
The days when IT could keep best practices to itself as a department are rapidly fading in the rearview mirror. It’s 2019 and thanks… Read More
2019-03-12 13:15
What is the incident queue?
When you work at the IT service desk, the incident queue is like your garage. It stores all the break/fixes and projects until they rise to the top of yo… Read More
2019-03-08 13:15
Trends of Women in Tech
While women make up roughly half of the total US workforce, the number of women in the tech industry and in technology roles is significantly less than that. Interest… Read More
2019-03-07 15:00
Enterprise Service Management and Other Key IT Skills for the Year to Come
If you’re reading this article, then you most likely already know that IT is a rapidly changing fiel… Read More
2019-03-05 15:43
How to Use Cloud Software Design Best Practices to Make a Smooth(er) Transition
In many organizations across just about every industry, we’re finding that the role of the serv… Read More
2019-02-28 15:00
What is a Service Catalog?
A service catalog is a list of services that your IT help desk provides, including service descriptions, time frames, authorized users of the services, and costs… Read More
2019-02-26 18:42
Knowledge Management Solutions That Can Impact Culture Across Organizations
If you’ve ever had the misfortune to work in a highly political environment, meaning that your coworkers ar… Read More
2019-02-20 20:31
This week, our Samanage team set out for Las Vegas and the Pink19 IT Service Management Conference and Exhibition. After a week of thought-leadership sessions, philosophical discussions with… Read More
2019-02-19 15:39
Delivering Seamless and Peerless Service Using Enterprise Chatbots
These days, the use of enterprise chatbots to drive service levels and to deliver the best possible IT experience for your… Read More
2019-02-15 13:46
If you believe cold calling is a lost art, you’ve already lost. Picking up the phone and engaging with people directly is very much alive and well, and our new group of Business… Read More
2019-02-12 18:41
Enterprise Service Management and Its Potential in Education
As you may have read recently online, heard on a podcast, or learned at a professional conference or event, ITSM principles and… Read More
2019-02-08 19:26
It’s National Doppelganger week! In the past three years since our last doppelgänger post, the Samanage team has grown substantially. Here’s another round of “Hey… Read More
2019-02-05 16:08
Employee Service Management Leads to Greater Employee Satisfaction
There’s a lot changing within the IT Service Management (ITSM) model, but perhaps one of the highest profile changes… Read More
2019-01-31 19:28
Customer Experience Management and How It Can Help Your Organization Thrive
ITSM can sometimes, despite the application of DevOps thinking and all of our hopeful intentions, seem a little i… Read More
2019-01-29 18:57
Improving IT Security through a Sound IT Strategy
It is almost impossible to stay plugged in and go a day without catching a headline about another hacking or data breach, making its way int… Read More
2019-01-24 18:53
Uniting Traditional ITIL and IT DevOps to Make Agile ITIL
Staying current when it comes to anything related to technology can require tremendous effort. This has only become more apparent a… Read More
2019-01-22 06:02
It’s finally coming – the ITIL update the ITSM world has been anticipating since it was announced at an ITSM conference in 2017: ITIL 4 will be released in the first quarter of… Read More
2019-01-16 16:09
For the second consecutive year, Samanage has been recognized as a top 100 software company by G2 Crowd. In fact, we’re climbing the ladder, up six spots to number 84 in 2019.
The list… Read More
2019-01-15 16:15
One of the ultimate goals of any organization is to make sure customer satisfaction is always at its highest. We want to make sure customers have what they need when they need and that their… Read More
2019-01-11 15:36
How the Tech-Savvy Millennials and Younger Generations Will Influence ITSM Metrics
As the ongoing retirement of the boomer generation begins to draw to a close, it is only natural that some… Read More
2019-01-08 18:50
The Ongoing Impact of Consumerization on the IT Support Model
An enterprising IT detective could trace the ongoing impact of consumerization on the IT support model back to the early days o… Read More
2019-01-04 14:45
At Samanage, we wanted a unique way to celebrate the new year, so we asked IT professionals for their service desk resolutions in 2019. For our part, we created a sweepstakes to choose a ran… Read More
2019-01-02 14:49
ITIL From Humble Beginnings to Worldwide Adoption
Unless you’re a current, aspiring, or former IT professional, you probably don’t know exactly what ITIL is. Then again, you&rsq&helli…Read More
2018-12-27 16:36
The Biggest ITSM Trends and Most Talked-About IT Topics in the Year to Come
With 2018 drawing to a close, it can be tempting to look back on the year that was and reflect on all that has ha… Read More
2018-12-26 17:00
Samanage New Year’s Eve Sweepstakes 2019
Get back in shape? It’ll probably last for two weeks. Eat healthier? Sounds good, but wait until you’re pressed for… Read More
2018-12-20 18:56
ITSM and Organizational Digital Transformation
The future is now, and that means IT digital transformation is effectively upon us. But if you’re in IT service and you’re thinki… Read More
2018-12-18 19:38
Navigating the Possible ITIL Alternatives for Your ITSM Framework
It can be challenging to keep from getting myopic when examining ITSM frameworks, methodologies, or standards. After all, I… Read More
2018-12-14 18:13
The holidays are often a stressful time of year. Whether you’re cranking out year-end projects to ensure your service desk is ready for the new year, gearing up for a well-deserved va… Read More
2018-12-11 19:33
ITSM in the Face of Constant Digital Transformation
As much as things change, by necessity, they continue to change over time. Change actually happens exponentially in this ongoing digital… Read More
2018-12-06 19:20
Walking the Line When Dealing With Customer Dissatisfaction
As anyone who’s ever worked more than a couple of days in a customer-facing position can tell you, there is no one right wa… Read More
2018-12-04 19:20
Setting and Managing Expectations to Drive Customer Service Satisfaction Using SLAs
Customer expectations can be one of the hardest things to manage. As is the case with many things in life… Read More
2018-11-30 18:26
In a recent blog post by Matt Cox, Senior Manager of Solutions Consulting at Samanage, Cox explored how employee-centric methodologies are the new heart of IT strategy. Technology is now sma… Read More
2018-11-29 20:14
Hitting the Moving Target That Is CSI
Perfection in service is a moving target; one that we all are aiming toward, but can never truly hope to hit. While working toward service protection… Read More
2018-11-27 18:45
Getting Incident Response Teams to Work Together
Getting an incident response right can be extremely challenging. This is true even if you’ve already done your due diligence and torn… Read More
2018-11-21 15:36
With the constant evolution of technology, it’s no surprise that automation has made its way into the service desk. The good news is, it’s here to make your job easier by making… Read More
2018-11-20 15:48
The Samanage team is excited to announce that we have been recognized as a 2018 Gartner Peer Insights Customers’ Choice for IT Service Support Management. Our team at Samanage takes g… Read More
2018-11-19 21:37
Technology is constantly evolving, and the IT help desk is no different. As the workplace evolves, so do technology needs, and your IT team needs the right tools to handle these changes. Ta… Read More
2018-11-08 19:26
What is a service catalog?
Think of the service catalog as a restaurant menu for requesters. Submitting a service request should be easy for employees, just like customers at a restaurant… Read More
2018-11-06 19:11
Many IT departments have already taken the important steps of introducing automated workflows and driving employees to the service portal. If so, their service management strategy is probab… Read More
2018-11-01 18:22
It seems so obvious – the quality of your ITSM is directly related to the quality of the CMDB data that it depends upon. Yet even with this simple bit of common knowledge, CMDB data i… Read More
2018-10-30 18:56
It’s simple, really; picking the right strategy before you begin can often determine your ultimate level of success. This is especially true with project management. But, when it comes… Read More
2018-10-26 18:33
Apple prides itself on the user experience. They’ve built a technology empire based partly on functionality, but also on empowering the person in control of the device. This week at Ja… Read More
2018-10-23 18:35
First of all, if you’re reading this article because you know you need an ITSM tool for your organization but you don’t as yet understand what ITSM is, then it may make better s… Read More
2018-10-19 15:00
We’ve just wrapped up an action-packed few days in sunny Orlando for Service Management World 2018! Leaders from organizations like Target, LogMeIn, HDI, Forrester, and so many more c… Read More
2018-10-18 17:17
IT knowledge management is rapidly becoming more than just a best practice; it is becoming the norm. If you’re in the beginning stages of putting together your knowledge management str… Read More
2018-10-16 15:48
There are many reasons why your organization may be toying with the idea of implementing some sort of IT self-service portal. You may be hoping to reduce the number and frequency of common s… Read More
2018-10-11 15:11
Website downtime is frustrating for anyone that depends upon your site for anything. Downtime is especially troubling for E-commerce websites, but it can affect any website and it can occur… Read More
2018-10-09 17:34
As organizations have gotten better at employing ITSM and ITIL concepts and processes across their multiple departments, they have sought a means of simplifying them and communicating about… Read More
2018-10-05 14:32
Ready for an action-packed October? Two of the IT world’s biggest events are happening back to back.
We’re looking forward to two weeks of mingling with talented tech professiona… Read More
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