As businesses continue to innovate and adopt new technologies, successful implementation becomes a critical factor in achieving the desired outcomes….
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With over 16 years of IT Service Management experience, Craig Whytock is a Solutions Consultant for ESM (IFS assyst) at IFS, with a focus on helping organizations realize maximum value gains from ITSM/ITOM. With his wealth of knowledge in the ITSM space, Craig has worked closely with numerous clients to understand their most pressing challenges and propose the best solutions that align with their goals.
5 things that make for a successful implementation
Why Employee Experience is Important
With employee disengagement costing the global economy $7.8 trillion, it’s a problem that businesses can’t simply ignore. So, it’s no…
Read MoreWhat is IT change management? | The importance of the IT change management process
What is IT change management? Change management, or change enablement, is the process that helps you to effectively implement any…
Read MoreService Desk Challenges: Increase First-Time-Fix Rate
This is article 3 in a series of 8. Go to article 1 in the series here. The Challenge When…
Read MoreWhat’s Wrong with the First Call Resolution Metric?
For many service desks, First Call Resolution (FCR) is the “holy grail” of metrics, but should it be? Like any…
Read MoreKey strategies for reducing service desk calls
The service desk plays an integral role in IT service management. It’s the single point of contact between the service…
Read MoreWhat is IT Governance (ITG) and why does it matter?
What is IT Governance? IT governance (ITG) is the process of managing and controlling key IT capability decisions to improve…
Read MoreWhat are the Four Dimensions of ITIL 4?
ITIL 4 Guide: From Zero to Hero in 60 Minutes
Struggling to keep up with the latest ITSM best practices? Get up to speed with this 60 minute ITIL 4…
Read More6 tips to improve your ITOM strategy
According to Gartner’s latest survey, 74% of technology investments are funded by business units outside of IT. 5m read
Read MoreHow IFS assyst customers are leveraging ESM to gain an unfair advantage
Our customers always tell us that speed and agility are the keys to success. They need to operate and adapt…
Read MoreHow Omnichannel ITSM Improves Quality, Speed, and Cost
Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational…
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