For many service teams, ITIL still brings to mind rigid frameworks and slow-moving processes that prioritize paperwork over progress. That perception belongs to an...

Sean O'Connor | 16 min read

Every line item on your balance sheet needs to earn its place, so it pays to understand exactly how much your technology costs, and whether those investments are working...

Rebecca Noori | 24 min read

Delivering excellent service is not just about responding quickly — it is about setting clear expectations and meeting them every time. Service Level Agreements (SLAs)...

Sean O'Connor | 14 min read

Working in an organization’s support function is no easy task. Service agents are often faced with answering questions as frustrating and time-consuming as “Why...

Rebecca Noori | 18 min read

IT operations teams face a constant challenge: separating critical signals from background noise. As systems scale, alerts multiply, slowing response times and straining...

Stephanie Trovato | 21 min read

Assets represent the tools that keep every workflow and service moving. When asset data lives across spreadsheets and systems, teams lose visibility and time. Asset...

Stephanie Trovato | 15 min read

Strong organizations plan for disruption and act fast when it happens. Many continuity plans live as static documents that teams rarely revisit. Modern BCM software...

Stephanie Trovato | 12 min read

For field teams, every service request depends on assigning the right technician. Manual spreadsheets and calls slow operations and cause delays. Dispatching software...

Stephanie Trovato | 9 min read

Managing access is a critical part of operations. When requests depend on manual approvals, productivity slows and risk increases. Identity and access management (IAM)...

Stephanie Trovato | 11 min read

Many service teams feel stuck in a reactive loop, constantly putting out fires instead of preventing them. This approach creates operational drag and keeps your team...

Stephanie Trovato | 15 min read

Most organizations struggle with a hidden operational tax caused by fragmented service requests. When IT, HR, and facilities teams operate in separate silos, simple...

Stephanie Trovato | 21 min read

In any organization, requests and issues surface daily — from IT troubleshooting to HR questions and facility needs. Without a clear way to capture and track them,...

Stephanie Trovato | 19 min read

In any growing organization, requests and issues come from everywhere. Without a central system, teams spend more time finding problems than solving them. Effective...

Stephanie Trovato | 25 min read

Most teams don’t lose track of their technology all at once. It happens slowly, one unreturned laptop and one forgotten software subscription at a time. This quiet...

Stephanie Trovato | 16 min read

Legal teams are critical partners to the entire business, but they often operate in a black box. Requests go in, and other departments are left waiting without clear...

Stephanie Trovato | 15 min read

Choosing a service management platform affects every department and every workflow. The right platform creates faster resolution times, higher satisfaction, and stronger...

Stephanie Trovato | 16 min read

Service management tools play a crucial role in keeping operations efficient and teams aligned. But as organizations grow, the same systems that once supported them can...

Sean O'Connor | 19 min read

HR teams face a common challenge: employee files scattered across multiple systems, making simple tasks unnecessarily complex. When critical documents live in different...

Kinga Edwards | 15 min read

IT service teams are under more pressure than ever. Complex requests come from every direction, and users expect instant solutions. That’s why many organizations...

Kinga Edwards | 14 min read

Facilities teams need to deal maintenance requests, vendor contracts, and space planning with disconnected tools…making it nearly impossible to get ahead. The...

Kinga Edwards | 17 min read

In March 2021, a giant container ship blocked the Suez Canal — an artery that handles roughly 12% of global trade. The world watched as the vessel became stranded for...

Rebecca Noori | 22 min read