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How to Transition from a Reactive to Proactive Support Center

 This article has been contributed by Sid Suri, Vice President of Marketing for Atlassians’s JIRA Service Desk.  Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk For years, support centers have focused on reacting to problems. According to research from SDI (Service Desk Institute), 67% of of a service desk’s time is spent firefighting. This reactive... 

Self-service – The value of Social

Stuart Power, Matrix42 We’ve seen the future of IT service support – and it’s social! An increasing number of corporate IT departments are evolving from fire-fighting cost centers, into service-delivering profit centers. Perhaps yours is one of them. But although this evolution is significant, it’s not the end of the story. In most cases, a centralized IT service delivery and workspace... 

Review: Cased Dimensions SCSM Self-Service Portal

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cherwell Service Management EasyVista Freshservice LANDESK (best in class) SMT-X Commercial Summary Vendor Cased Dimensions Product SCSM Self-Service Portal Version reviewed 2.2 Date of version Release December 2014 Year Founded 2009 Customers 40+ Pricing... 

Review: SMTX Service Catalogue SSP

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK (best in class) Commercial Summary Vendor SMT-X Product SSP Version reviewed 7.1 Date of version Release October 2014 Year Founded 2009 Customers 45 Pricing Structure #End... 

Review: Alemba vFire Core

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Atlassian Cased Dimensions Cherwell Service Management EasyVista Freshservice LANDESK (best in class) SMT-X Commercial Summary Vendor Alemba Limited Product vFire Core Version reviewed 9.2.0 Date of version Release 2014 Year Founded 2007 Customers 350 Pricing... 

Review: Freshservice

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cased Dimensions Cherwell Service Management EasyVista LANDESK (best in class) SMT-X Commercial Summary Vendor Freshdesk Inc. Product Freshservice Version reviewed N/A Date of version Release January 2015 Year Founded 2010 Customers 3000 Pricing... 

Self Service IT: Not as Scary as it Sounds

This article has been contributed by Stuart Power, UK Sales Manager at Matrix42. I don’t know about you, but I’ve worked for a number of companies at which, as a new employee, it has taken days or weeks to be given the technology I need to do my job. I’ve no doubt it’s still happening in many organisations today. But as the proportion of ‘digital natives’ in the workforce increases, that... 

Podcast Episode 10 – Self Service & Automation

In Episode 10 of the podcast Barclay Rae discusses the Self Service and automation with Simon Kent, Chief Innovation Officer at Sollertis Limited, Doug Tedder, ITSM Consultant at Tedder Consulting LLC  and Eddie Vidal, Manager of the UMIT Service Desk at the University of Miami. Topics include: What is self service? The disconnect between domestic self service and ITSM self service Self service... 

Five Ways to Power Up in Q1 (and make this year your strongest yet!)

Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk This article has been contributed by Sid Suri, Vice President of Marketing for Atlassian’s JIRA Service Desk   Are you ready for 2015? January is behind us—already—and everyone is still scrambling to finish any leftover projects from 2014. Additionally, businesses are knee-deep in forecasting this year’s budgets... 

Transforming User Experience Seminar – Why Attend? [Video]

Want to know more about Transforming User Experience? Barclay Rae explains why you should attend our seminar on 6th March at the BCS in London. Event Summary Who: The ITSM Review What: Transforming User Experience – Enterprise Service Management and Self Service When:  6th March 2015 Where: BCS Offices, Central London Cost: Free How: Click here to book Alternatively for more information click... 

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