What is a Support Ticket? How They Work And Best Practices
Support tickets: the essential tool for managing IT requests. Find out how to implement best practices and boost performance. Improve your support process| blog.invgate.com
Managing IT issues often begins with a single trouble ticket —an entry that logs a user’s problem or request. While you might also hear it referred to as a support ticket, service request, or incident report, the concept remains the same: a structured way to track and resolve technical needs.| Blog (English)
Email ticketing systems convert incoming support emails into individual tickets that can be organized, assigned, and monitored within a central platform. Without a system, emails can be overlooked, responses delayed, and tracking which team member is handling each request becomes difficult.| Blog (English)
Support tickets: the essential tool for managing IT requests. Find out how to implement best practices and boost performance. Improve your support process| blog.invgate.com
Learn how to choose change management software for complex IT environments. SysAid helps reduce risk, streamline workflows, and improve change visibility.| SysAid
We are delighted to welcome a new member of the team, with Maria Bellon Berlanga joining as Event Administrator.| itSMF UK
Share As I discussed in another blog, many organizations are rushing to adopt and implement AI-enabled technologies within their ITSM environments. AI can have a significant positive impact on an organization’s ITSM environment. But if an organization isn’t practicing good ITSM, introducing AI will just make bad ITSM habits worse. Excuse me…your bad ITSM is … Continue reading Exposed: Your bad ITSM habits AI won’t ignore→| Innovative Service Management Consulting and Training: Tedder Consulting
In IT, every minute of downtime costs. Systems stall, teams slow down, and business takes a hit. That is why incident management software is such a critical piece of the puzzle. It logs, tracks, and resolves unexpected disruptions fast. But in today’s environment, speed alone is not enough. To stay ahead of problems, not just... The post Real-time resolution: How to choose incident management software with advanced analytics appeared first on SysAid.| SysAid
Managing IT assets today is about a lot more than keeping tabs on where they are. With teams spread out and devices scattered across offices, homes, and everywhere in between, IT leaders need smarter ways to stay on top of their equipment. That’s where modern IT Asset Management (ITAM) software with built-in remote monitoring comes... The post Beyond tracking: smarter IT asset management for remote monitoring and optimization appeared first on SysAid.| SysAid
Automating your IT service desk improves efficiency, reduces resolution times, and enhances user satisfaction.| SysAid
It's been a bumper year for service management content at itSMF UK, and once again we are inviting itSMF UK members to vote for their favourite authors The post PSMA25: vote for your favourite content! appeared first on itSMF UK.| itSMF UK
As he surveys his new property, Richard Horton reflects on certification, contract management, new technology and the need for a waterfall approach. The post Moving house: some notes for service managers appeared first on itSMF UK.| itSMF UK
Ever wondered what a typical day looks like for someone juggling the hats of a Service Architect? It’s a dynamic blend of strategy, collaboration, and relentless attention to detail, says Rachael Elliot.| itSMF UK
Introduction In today’s fast-paced business environment, the question isn’t whether to automate your IT processes, but how. With an overwhelming number of tools on the market, finding the right workflow automation software for IT services can feel like a daunting task. You need a solution that not only streamlines your operations but also integrates seamlessly... The post Find the best workflow automation software for your IT services appeared first on SysAid.| SysAid
Introduction For enterprise-level organizations, choosing an ITSM platform is about more than just features, about reliability. A platform that’s unreliable can compromise security, disrupt service, and erode trust across the business. The stakes are high, and the sheer number of options can make finding the right solution a daunting task. This guide is designed to... The post How to find a reliable ITSM platform for enterprise-level organizations? appeared first on SysAid.| SysAid
Choosing the right ITSM software is crucial. This guide walks you through a 4-step process to assess needs, evaluate features, and select the best solution.| SysAid
ITIL Practitioner level is being developed to help organizations and individuals increase the value they obtain from using ITIL by offering additional practical guidance to adopt and adapt the framework to support the business. It will be the next step … Continue reading →| thisiswhatgoodlookslike
In 2014 the need to attend the premier annual conferences [ITSM14, SITS12, FUSION14, LEADIT14, NowForum…] to hear from the “opinion formers” has been less of a priority given the increasing power of individual practitioners to openly share their proven solutions … Continue reading →| thisiswhatgoodlookslike
Here are my nominations for this year’s Service Management Champs: Charles the Champion of Change Communities From RevNet to the SM inaugural Congress Sound quality improves in this short clip “We are uncovering ways of meeting business needs through … Continue reading →| thisiswhatgoodlookslike
Artificial intelligence (AI) has increasingly become a business-critical capability in the last few years and, as a CIO, you likely hear many voices shouting about the need for faster AI adoption. However, as with the proverb popularized by Spider-Man, “With great power comes great responsibility,” while AI capabilities are rapidly being added to enterprise applications,... The post A CIO Buyer’s Guide to Building an AI Roadmap appeared first on SysAid.| SysAid
As an IT professional, there are few things more frustrating than a recurring incident. You fix it, the ticket is closed, and then, a few days later, the same issue reappears. This cycle of fixing symptoms instead of addressing the root cause is a constant drain on resources, a source of stress for your team,... The post How can problem management software help reduce recurring IT issues? appeared first on SysAid.| SysAid
In today’s fast-paced business environment, the question isn’t whether to automate your IT processes, but how. With an overwhelming number of tools on the market, finding the right workflow automation software for IT services can feel like a daunting task. You need a solution that not only streamlines your operations but also integrates seamlessly with... The post Mastering IT process automation: strategies for effective workflow optimization appeared first on SysAid.| SysAid
Choosing an IT Service Management (ITSM) platform is one of the most critical decisions an IT leader can make. The right tool can transform your team from a reactive support desk into a strategic business partner, while the wrong one can lock you into a cycle of inefficiency and frustration.With countless options available, how do... The post What are the top features to consider in ITSM platforms? appeared first on SysAid.| SysAid
Ever wondered what a typical day looks like for someone juggling the hats of a Service Architect? It’s a dynamic blend of strategy, collaboration, and relentless attention to detail, says Rachael Elliot.| itSMF UK
This blog explains what Agentic AI is and how it will help your organization’s IT service delivery and support operations and outcomes.| Joe The IT Guy
ITSM in 2025 is driven by Agentic AI and real-time ITAM. Discover how smart service desks are reshaping IT operations & business impact.| SysAid
Ian MacDonald proposes a value-related rebrand for our ITIL-based roles.| itSMF UK
How we define and combine digital products and services is now the source of some debate within the industry. Roman Zhuravlev sets out to dispel the confusion. The post Digital products and services: better together appeared first on itSMF UK.| itSMF UK
The itSMF UK Challenge Cup is open to all member organisations and is FREE to enter. Facilitated by our delivery partner SXP, teams of four colleagues will compete by playing the RUN-IT simulation in one of the 3 heats, and the winning team will be the one that achieves the highest score based on the combined leaderboard. The competition will culminate with a presentation to the winning team at the PSMA23 awards dinner in November – along with a prize of £1,000 for their selected charity!| itSMF UK
Share When it comes to who is the “customer”, many ITSM implementations are simply confused. And this confusion is why ITSM is failing your customers. Some IT organizations think the “customer” is someone that contacts a service desk. Others think the “customer” is someone who defines the requirements for a service. But that definition quickly … Continue reading ITSM is failing your customers – here’s why→ The post ITSM is failing your customers – here’s why first appe...| Innovative Service Management Consulting and Training: Tedder Consulting
A guide to ITIL tools, with a list of categories by service phase and examples of software that help support IT operations effectively.| blog.invgate.com
Explore ITSM certification options, their requirements, and their benefits. We help you pick a training path and top certification programs.| blog.invgate.com
Plan your ITSM migration with a structured 6-step approach that covers assessment, platform choice, and post-launch efforts. Free ITSM migration checklist!| blog.invgate.com
As organisations embrace digital transformation, the once-clear boundaries between service design and UX are starting to blur, says Chevonne Hobbs. This convergence offers an opportunity for designers to rethink how we define, design, and deliver services, not just from a technical standpoint, but a human-centred one.| itSMF UK
In the world of cybersecurity, the term Security Operations Center (SOC) carries significant weight. It evokes images of highly skilled analysts working around the clock to detect, respond to, and mitigate cyber threats. However, not all SOCs live up to this expectation. If a SOC lacks core functions like triage, analysis, assessment, and remedial action, it’s not truly a SOC—it’s merely a contact center masquerading as one. Let’s explore why these functions are non-negotiable for a...| PwnDefend
With artificial intelligence (AI) increasingly embedded in business operations, establishing mechanisms to help ensure ethical and responsible AI use is crucial. Most IT professionals appreciate this. For example, in the ITSM.tools 2025 content poll, Governance (including AI governance) was the most requested area. But what does your organization need from an AI governance platform? To […]| Joe The IT Guy
New employee onboarding is often the bane of IT organization personnel and their peers in other business functions. It can be a nightmare – with the new employee arriving on their first day to perhaps find they have a new laptop they can’t use yet or insufficient security clearance to access the restroom on another […]| Joe The IT Guy
Your IT career matters. But IT careers are evolving and it’s therefore important that you know the key skills and certifications you need to maintain and, ideally, grow your career (or even to simply stay “future relevant” in a changing IT and business landscape). There’s much to consider, but don’t worry, I’m here to help. […]| Joe The IT Guy
Do your peers and colleagues constantly talk about the Metaverse or the technologies it employs? Do you feel as though you should know more? Well, don’t worry. This blog by yours truly describes what it is and what you (as an IT leader) need to know. Please keep reading to learn more, starting with what […]| Joe The IT Guy
The ITIL IT service management (ITSM) body of service management best practices is now 36 years old. However, despite this longevity, there are still areas where IT organizations continue to seek help. One of these is which IT metrics to focus on, particularly for the IT service desk and corporate IT support capabilities. This includes […]| Joe The IT Guy
Whether you work in an IT service management (ITSM) role or another part of the IT organization, staying current on the latest IT trends is important. Some IT trends seem to take a long time to gain mainstream traction, while others can quickly infiltrate the status quo. The latter of these trend types can catch […]| Joe The IT Guy
This blog looks at what ITSM pros need to know about how GenAI capabilities are changing the ITSM landscape.| SysAid
Share AI is about to break ITSM from its IT operations cage. Many ITSM implementations are less about service management, and more about IT operations, or IT process management, or IT measures and reports. Here are some examples: To many organizations, ITSM is about a weekly meeting to discuss changes to the computing infrastructure, attended … Continue reading Will AI break ITSM out of its IT operations cage?→ The post Will AI break ITSM out of its IT operations cage? first appeared on I...| Innovative Service Management Consulting and Training: Tedder Consulting
Simon Rolley of DWP moves out of his comfort zone to present at AI in ITSM at Bletchley Park.| itSMF UK
Share Is your ITSM implementation like a house of cards, prone to fail with the slightest disturbance? Here’s some examples: A request for change that isn’t appropriately vetted yet is implemented within the live environment. Subsequently, that implemented change results in an extended outage of a critical business system. Service interruptions are characterized by frantic … Continue reading Why your ITSM house of cards is a bad deal for your business→ The post Why your ITSM house o...| Innovative Service Management Consulting and Training: Tedder Consulting
Share In my blog, “Four ways that organizations have dehumanized IT – and how to fix it”, I suggested that organizations should “ditch those satisfaction surveys”. Instead of satisfaction surveys, I recommended that organizations should conduct face-to-face focus group meetings. Focus group meetings drive a human-to-human discussion which typically uncovers insights into improvement opportunities. When … Continue reading Are your improvement efforts starving for continuous fee...| Innovative Service Management Consulting and Training: Tedder Consulting
Share “In the business world, the rear-view mirror is always clearer than the windshield.” Sadly, this 1991 Warren Buffet quote applies to many ITSM implementations. Why? Because the focus of those ITSM implementations is on what has happened, instead of what is happening. Think about it. Our respective businesses are focused on the view through … Continue reading Is your ITSM approach looking through the windshield…or at the rear-view mirror?→ The post Is your ITSM approach looking...| Innovative Service Management Consulting and Training: Tedder Consulting
Why have we been slow to take up teaching service management in our university system? Sandra Whittleston considers the contributing factors.| itSMF UK
Share Organizations have dehumanized IT. It’s not a question of “has it happened at our organization?” It is the recognition that it has happened. Despite the investments organizations have made in technologies and process designs intended to solve business problems, the critical component of the solution has been overlooked. That component? The humans that are … Continue reading Four ways that organizations have dehumanized IT – and how to fix it→ The post Four ways that organiza...| Innovative Service Management Consulting and Training: Tedder Consulting
Share There is no question that AI-enabled technologies have the potential for significant positive impact for organizations overall, and for ITSM specifically. This recent TechTarget article highlights a number of positive business impacts resulting from the adoption of AI-enabled technologies, such as new capabilities and business model expansion, better quality, more innovation, and personalized customer … Continue reading Five critical steps for making a good AI/ITSM decision→ The p...| Innovative Service Management Consulting and Training: Tedder Consulting
Discover why IT support is crucial for financial services and explore whether outsourcing or an in-house team is right for your organization.| blog.invgate.com
One area of ITSM that has been ignored are guidelines in practice ownership. We have seen many practices and processes managed but not owned. Here are Barry Corless's Golden Guidelines for practice ownership supported by evidence I’ve gathered in the last 30 years.| itSMF UK
itSMF UK has announced some Board changes to take effect from the beginning of October| itSMF UK
