Articles

What is ITSM (IT Service Management)?

ITSM, short for IT Service Management, is a collection of processes and policies that enable organizations to design, implement, manage and improve IT services offered to customers.

Infographic showing IT assets and lifecycle icons related to each other

What is ITAM (IT Asset Management)?

IT Asset Management (ITAM) is the process of keeping track of, deploying, maintaining, upgrading, and eventually discarding an organization’s IT resources.

What is IT Asset Tracking?

Discover the difference between asset tracking and IT asset tracking, as well as why and how it works.

What is ITIL?

ITIL is a framework, a guide, a set of rules, and recommendations on how to most efficiently deliver IT services in an organization.

What is CMDB?

A CMDB is a database that stores information about your IT environment and its components.

What is IT Service Desk?

In the most basic sense, an IT Service Desk is a support system that businesses can use to manage and resolve IT issues.

What is Change Management?

Change management is the set of strategies and procedures an organization uses to describe and implement changes in its internal and external operations and infrastructure.

What is an IT ticketing system?

An IT ticketing system is a tool for tracking IT service requests, events, problems, and warnings that may necessitate further action from IT.

What is Software License Management?

In a nutshell, the software license management (SLM) is the process of keeping track of the software licenses that are used by everyone in the company.

ITSM vs ITIL: What’s the Difference?

Simply put, ITSM is a practice or professional discipline, while ITIL is a framework, a collection of best practices that provide advice how to manage IT.

What is Self-Service Portal?

A self-service portal is the point of contact between the IT department and users, significantly enhancing the customer experience while accelerating and optimizing IT service delivery.

abstract picture with sinusoids and alarms that represent the complexity of SLA

A Service Level Agreement (SLA) is a contract between an IT organization and its customers that specifies what services will be provided and details the quality of the services, including availability metrics and other terms.

multiple columns with bullets that represent a catalog of services

What is Service Catalog?

A service catalog brings together information about all services the IT department provides, and ways to request these services.

What is Help Desk?

A help desk is a customer service support team that assists users with a particular product or service.

infographics that represent help desk vs service desk topic

Help desk vs. service desk: What’s the difference?

A help desk is a customer service support team that assists users with a particular product or service.

What is Incident Management?

Incident management is the process of managing unexpected service disruptions to minimize their impact and quickly restore normal operations.

Incident Management Best Practices

These best practices in incident management will serve as a guide for teams setting up their incident management process.

What is IT support?

This article provides provides an overview of the role and function of IT support in today’s technology-driven world.

What is Problem Management?

Problem management is a process in which IT teams work to identify and solve the root causes of problems or possible problems that could affect their organization.

Problem Management Best Practices

This article provides an overview of Problem Management, an IT Service Management process, and outlines the best practices and tips for its successful implementation in an organization.