Speaker Q&A: Siddharth Gowdhaman, ManageEngine
Siddharth specialises in driving marketing campaigns and customer education programs for ManageEngine’s flagship ITSM platform, ServiceDesk Plus. Over the past four years, Siddharth has hosted various masterclass and thought leadership webinars addressing specific ITSM challenges that organisations face and the best practices to overcome them.
Learn more about Siddharth before he takes to the stage at SITS to deliver the seminar 'The service management evolution model: Is it worth chasing ITSM maturity today?'
How did you get into the IT industry?
My foray into the world of IT was serendipitous! Straight out of college with a bachelor's degree in chemical engineering, I landed an opportunity to interview with ManageEngine for a product marketing role in its ITSM division. This role was right at the intersection of my interest in technology, my proficiency in process engineering, and my love for literature.
Since then, I have worked on content for ManageEngine's customers, hosted webinars on how IT teams can solve pressing ITSM challenges, and represented ManageEngine at multiple seminars and events like SITS. I enjoy hypothesising about what the future of service management will look like. My seminar at SITS 2023 was on charting a new future for ITSM, with data science and ML being the drivers of innovation.
What do you love most about your job?
I love being able to connect with diverse stakeholders such as product managers, engineers, IT technicians, managers, and CIOs. This way, I am able to surface the most pressing ITSM problems and concoct the best ways to solve them with ManageEngine solutions. I also get the opportunity to communicate the latest market trends and demands to internal stakeholders while helping our customers and other IT organisations get the most value out of our ITSM platforms.
What do you think the biggest ITSM trends will be in the coming years?
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A reduction in tool sprawl: IT teams across organisations of all sizes and types will seek to unify their tech stack for the sake of simplicity and cost optimisation. The past decade has seen IT teams adopt a number of siloed tools for addressing specific parts of their IT management strategy. While this approach has helped modernise their ITSM efforts, shifting economic headwinds and the C-suite's focus on value will see the consolidation of IT tool sets.
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Security-centric service management: According to IBM's Cost of a Data Breach Report 2023, "the global average cost of a data breach in 2023 was USD 4.45 million." As threat actors proliferate and target employee credentials, unpatched workstations, and standing privileges, IT teams will embrace security-centric service management workflows that are orchestrated across ITSM, UEMS, IAM, and PAM solutions.
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GenAI and AI-driven workflow automation: With the accelerated adoption of GenAI, ITSM teams have quickly realised productivity gains in the areas of collaboration and knowledge management. From ticket summarisation to helpful, GenAI-powered chatbots, IT teams are moving fast to roll out GenAI capabilities for both IT technicians and end users. In the coming years, ITSM teams will leverage new age AI and ML advancements in workflow management to build service workflows on the fly instead of crafting static ones.
What can visitors expect from your seminar session at SITS?
In my seminar, I will discuss why we need to move away from the ITSM maturity models that have been the dominant tools for improving service management processes, capabilities, talent, and tool sets. These ITSM maturity models, while helpful when it comes to understanding an IT team's baseline capabilities, remain snapshots—static sets of phases that do not account for evolving capabilities, the economic landscape, and new technology breakthroughs, among other things.
I will also share an alternative approach: the service management evolution model. This posits that there cannot be an end state to service management maturity in the face of changes, both within the enterprise and in the external tech and business landscapes.
What are you most looking forward to at SITS?
I visited SITS for the first time last year, and the interactions I had with IT veterans, leaders, and service desk managers are still etched in my memory! I am excited to meet up with friends, old and new, and I look forward to exchanging insights about what the future holds for service management, especially against the backdrop of the accelerated pace of innovation.
See Siddharth speak at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
Enhancing Efficiency and Productivity with Secure Cloud Print Management SaaS
In today's rapidly evolving digital landscape, businesses are constantly seeking ways to enhance efficiency and productivity. One often overlooked area ripe for improvement is print management. Traditional print infrastructure can be cumbersome, prone to security risks, and lacking in scalability. However, by adopting Secure Cloud Print Management Software as a Service (SaaS), organizations can revolutionize their print operations, driving efficiency, and boosting productivity.
Secure Cloud Print Management SaaS offers a plethora of benefits, chief among them being enhanced security. With traditional print infrastructure, sensitive documents are vulnerable to security breaches, whether through physical theft or unauthorized access to printers. In contrast, cloud-based print management solutions encrypt data during transmission and storage, mitigating the risk of unauthorized access. Additionally, these solutions often include features such as user authentication and access controls, further bolstering security.
Moreover, Secure Cloud Print Management SaaS provides unparalleled flexibility and scalability. Traditional print infrastructure requires substantial investment in hardware and maintenance, limiting scalability and adaptability to changing business needs. Conversely, cloud-based print management solutions operate on a subscription model, allowing businesses to scale resources up or down as required. This scalability ensures that organizations can easily accommodate fluctuations in printing demands without incurring unnecessary costs.
Furthermore, Secure Cloud Print Management SaaS streamlines workflows, leading to significant productivity gains. These solutions often integrate seamlessly with existing document management systems, enabling users to print directly from their preferred applications. Moreover, cloud-based print management solutions offer mobile printing capabilities, allowing employees to print from any device, anywhere, at any time. This flexibility eliminates bottlenecks associated with traditional print infrastructure, empowering employees to work more efficiently.
Additionally, Secure Cloud Print Management SaaS reduces environmental impact by promoting sustainable printing practices. Traditional print infrastructure is notoriously inefficient, resulting in excessive paper and energy consumption. Conversely, cloud-based print management solutions incorporate features such as duplex printing and print job routing, minimizing waste and reducing energy consumption. By embracing sustainable printing practices, organizations can not only reduce their environmental footprint but also lower operating costs in the long run.
Another significant advantage of Secure Cloud Print Management SaaS is centralized management and monitoring. Traditional print infrastructure often consists of disparate devices scattered across multiple locations, making management and monitoring a logistical nightmare. In contrast, cloud-based print management solutions provide centralized dashboards that enable administrators to monitor printing activities in real-time, identify inefficiencies, and implement proactive measures to optimize performance.
Moreover, Secure Cloud Print Management SaaS facilitates compliance with regulatory requirements such as GDPR and HIPAA. These solutions offer robust auditing and reporting capabilities, enabling organizations to maintain a comprehensive record of printing activities and demonstrate compliance with relevant regulations. By ensuring data privacy and regulatory compliance, cloud-based print management solutions mitigate the risk of costly fines and reputational damage associated with non-compliance.
In conclusion, Secure Cloud Print Management SaaS offers a compelling proposition for businesses seeking to enhance efficiency, productivity, and security in their print operations. By leveraging the benefits of cloud-based print management solutions, organizations can streamline workflows, reduce costs, and mitigate security risks while promoting sustainability and regulatory compliance. As digital transformation continues to reshape the business landscape, adopting Secure Cloud Print Management SaaS is increasingly becoming a strategic imperative for forward-thinking organizations.
Read the full report the future of work, 2025 report to explore even more print management and document workflow trends in a digitized and cloud-enabled workplace here.
By Rachel Jones, Tungsten Automation
Tungsten Automation will be exhibiting on stand 179 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
The “single pane of glass” view: How support teams can get ahead of legacy IT
With tightening budgets and complex mainframe technology, it’s rarely possible for organisations to redevelop their entire tech stack. Consequently, reliance on outdated IT is an unfortunate reality for businesses the world over.
As legacy tech leads to more frequent issues and potential downtime, this poses a significant IT service management challenge. IT support teams are on the front line constantly battling to maintain their organisations’ mission critical systems and firefighting incidents before they become full blown outages.
Indeed, LogicMonitor’s Future Further Report, which surveyed 500 global IT leaders across a range of industries, revealed 70% spent more time on firefighting incidents than being proactive in their role. Rather than having bandwidth to focus on strategic work, IT service desks find themselves caught in a backlog of tickets and alerts which require immediate attention. Worryingly, nearly half of respondents spent more than 20% of their working week troubleshooting.
This is concerning for businesses, and particularly for the productivity of support desk staff. A significant 54% of IT teams say they delay resolving business issues while responding to incidents, and 35% sacrifice revenue-generating activities, resulting in harm to the bottom line.
Employees and their customers are bound to feel the impact of this bottleneck. Staff are forced to work with outdated tools and processes, which impede efficiency and collaboration, and the inability to upgrade these systems leads to dissatisfaction and
decreased engagement, impacting company culture.
Furthermore, increased downtime and prolonged resolution times result in declining customer satisfaction levels, in turn, eroding trust and loyalty. Given 40% of service desk teams are unable to work on improving customer and employee satisfaction due to dealing with incidents, businesses should be concerned.
So what must be done to get on top of legacy systems? The key lies in observability: IT decision makers should all be searching for a cohesive hybrid monitoring solution, one that enables every member of their support teams to view the same data, in the same language, and in the same place. Once in place, this would offer organisations a “single pane of glass” view.
When supported by an AI-powered hybrid monitoring solution offering holistic insights, organisations can gain 360° vision over their entire tech stack. Intelligent alerts further enable IT teams to respond to issues quickly and effectively before they cause downtime, whilst simple incidents can be identified and remedied automatically, freeing up support staff to proactively improve employee and customer experiences.
By equipping their IT support teams with this single pane of glass, businesses can not only get ahead of their existing legacy tech, but future-proof.
By Matt Tuson, General Manager EMEA, LogicMonitor
Meet the LogicMonitor team at stand 223 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
Speaker Q&A: Phil Payne, Bidvest Noonan
Phil Payne has over 20 years of experience in IT Service Management, he is passionate about providing End Users with a professional, effective and timely level of service while breaking down the stereotypes of IT Support.
At SITS on 17 April at 3pm in Theatre 3, Phil will be taking to the stage to present 'Making “Shift Left” a reality'. “Shift Left” is a buzz term that’s been used across the industry for some time now. However, it can often be challenging to turn it from a buzz term to a reality. Phil will share different tips and tricks that he's seen work well in the past, including a recent example where the implementation of a new operating model at Bidvest Noonan meant “Shift Left” was a necessity and not just an aspiration
1. How did you get into the IT industry?
I started out by joining an Apprentice scheme for school leavers. My first assignment was a 1st Line Helpdesk Analyst and I haven’t looked back since!
2. What do you love most about your job?
Making things better! Whether it’s the service we offer to our business or the day to day activities of working within my team, I’m always looking to improve.
3. What do you think the biggest ITSM trends will be in the coming years?
It’s hard to ignore AI and what that could bring to the table, I’m looking forward to seeing more “Use Cases” on how it can improve ITSM and move it from being a “buzz term”
4. What can visitors expect from your seminar session at SITS?
Some tips and tricks I’ve learnt along the way! “Shift Left” is something I’ve done in different guises over the last 20 years, so I’ve picked up some useful tricks to share with others.
5. What are you most looking forward to at SITS?
I’m always keen to attend as many seminars as I can, have a look at new technology that’s out there to help us continually improve and see some familiar faces!
See Phil speak at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
Why ITSM is like a bag of sweets
There are some fabulous prizes to be won with Pink Elephant EMEA's prize wheel at our SITS stand this year - including bags of delicious sweets. But this isn't just a random prize. The art of confectionary is, would you believe it, comparable to IT Service Management processes.
When you come and visit Pink Elephant's stand and have a go at spinning for a prize, there's a chance you'll walk away with an enticing bag of mixed sweets, all wrapped up with a ribbon in our trademark hot pink. But instead of gobbling them all up in one go, consider first how very like your loot of candy is to the reason why you're attending SITS. Not sure what I mean? Let's take a look!
If we consider the core components of ITSM, its foundation lies in understanding the importance of and synergy between 'people, process, and technology' - a mantra at Pink Elephant. This is comparable to the skilled professionals required to understand the best ingredients for a particular sweet, followed by the processes involved in getting the sweet manufactured from design to product, and the factory technology involved in the creation of the sweet - be it a wine gum or a marshmallow. The amount of sugar, flavouring, heat and the relationship between them is also key, just as a successful ITSM transformation is also reliant on getting the variables and balance of relationships right.
Then there is the 'recipe for success', or ITSM frameworks and methodologies. A confectioner follows recipes to ensure consistency and quality, and in the world of ITSM, frameworks like ITIL provide a structured approach to service management, ensuring that services are delivered consistently and efficiently.
And when it comes to customisation and personalisation, tailoring to taste can also be applied to both confectionary and ITSM. A bag of sweets contains a variety of flavours to cater to different preferences. Similarly, ITSM services must have that 'pick 'n' mix' flexibility to meet the diverse needs of businesses.
The parallels don't end there. With a bag of sweets comes, hopefully, the joy of sharing. This is relatable to the importance of collaboration and communication within teams and with clients in a successful ITSM framework. Sharing information and removing silos is absolutely key to this. If everyone approached a colleague with a bag of sweets to share, we are confident communication would be as smooth as the inside of a creme egg!
Finally, the ultimate goal of both a sweet expert and an ITSM provider is to deliver satisfaction. Just as the confectioner delights in the smiles of those who enjoy their sweets, an ITSM provider like Pink Elephant aims to ensure that every client is delighted with the ITSM services provided, seeing their expectations are not just met but exceeded.
So, as you're walking away with your winnings and chewing on a fruit pastille or delving in for a strawberry shoelace, be content in the knowledge that IT Service Management is not just about technology and processes and people, it's also about crafting sweet success.
See you at SITS! Come visit us (and our sweets) at stand 571.
By Linda Serck, Pink Elephant EMEA
You can now register for your free ticket here.
Meet the brand: Certero
Learn more about Certero before meeting them at SITS next week!
What do Certero do?
Certero provides the world’s leading IT hardware & software asset management, SaaS optimization & Shadow IT, cloud FinOps and efficient IT Operations. Available as on-premises products, SaaS-provisioned solutions or combined with specialist expertise, delivered as ‘Technology-Led Services’.
How did you get started?
From an origin in ITAM Discovery / Inventory and automated Software Asset Management, Certero’s approach has always been to eliminate ambiguity and make management processes effective by ensuring the quality of underlying IT asset data, transformed into meaningful IT intelligence through Certero solutions.
This approach has followed through with the advent of broader IT infrastructure, SaaS, Shadow IT and Cloud FinOps Solutions, with Certero providing a ‘single source of the truth’ that simply integrates with any ITSM solution to feed the critical live intelligence to capture Configuration Items.
What are you looking forward to most at SITS?
This year’s SITS event coincides with several exciting new updates from Certero – including our new ‘SaaS Discovery (Shadow IT)’ solution and launch of the Certero Partner Program, that will open up Certero solutions to be leveraged by MSPs and Channel partners, modernizing how customers see, govern and optimize their IT assets on an enterprise scale.
Why should visitors come to your stand?
Talking to an ITSM audience is great, as Certero is all about empowering businesses with the critical intelligence on ‘what’s out there’ that is always an eye-opener for colleagues familiar with the kind of information you’d expect to see in an ITSM solution.
Seeing what IT intelligence and clarity looks like in Certero and understanding how that power can be integrated and harnessed by any ITSM solution. ‘Good information’ and the clarity over software everywhere, feeds into so many processes – lifecycle management, support, service delivery, security and of course – tackling some of the greatest cost-saving opportunities in IT. Be sure to visit and speak to the Certero team at stand 260.
Meet the Certero team at stand 260 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
Highest-rated SAM vendor on Gartner’s Peer Insights, Certero, launches global partner program
Certero, a leader in IT asset management, software asset management, SaaS optimization, and cloud FinOps solutions, announced a new Partner Program to support channel partners. This initiative is designed to help partners and their customers manage technology costs effectively, especially in a changing market and economic climate. The program aims to transform technology asset management and reduce overspending.
The program offers a straightforward structure with incentives, intending to generate new revenue opportunities for channel partners. Josh Shields, with nearly 20 years of experience in channel operations, has been appointed as the new Director of Strategic & Channel Partnerships to oversee this initiative.
Recent Certero Highlights:
- Increased solution-scope to tackle Shadow IT, SaaS optimization
- Revitalized ‘ITAM’ for modern IT infrastructure
- Significant investment in Cloud FinOps technology
- Technology-Led Services introduces live data into ITAM / SAM Services
- An Oracle Gold Partner, Certero earns additional Oracle Third-Party Tool Vendor Verification for Java, on top of Database & Fusion Middleware.
- Consistently Gartner Peer Insights’ highest-rated major SAM vendor across every pre-sales, implementation, solution and on-going support categories.
Josh Shields, reflecting on his experience and Certero’s potential impact, emphasized the necessity of enterprise-class ITAM for addressing software and broader technology overspending issues. Shields also highlighted the critical need for stability within the channel, especially in light of recent industry disruptions.
The Partner Program includes three levels of partnership: Connect, for transactional relationships; Advance, for strategic collaborations without a services capability; and Elite, for partners with their service delivery capabilities. This structure offers flexibility and support for partners at different engagement levels.
Certero is committed to a collaborative, customer-led, and partner-focused approach, promising a supportive onboarding process, expert-led training, and a partnership aimed at long-term success. The program is open to new partners looking to deliver value to customers through Certero’s advanced technology solutions.
By Certero
Meet the Certero team at stand 260 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
3 Ways ITSM Will Evolve in 2024
We’re just over a quarter of the way through 2024 and already the IT Service Management (ITSM) landscape is bursting with innovation.
Everything is increasing: The power of AI, the rate of change, the expectations of our customers… The list goes on.
So in this ever-evolving environment, what changes do you need to make to keep pace?
1. Stop responding. Start anticipating with AI
As AI grows in power and knowledge, you’re going to start having access to more data than ever before. Using patterns and trends, you’ll be in a position to anticipate your customers' needs before they do.
ITSM tools with powerful AI enable you to spot trends and fix problems before a customer even notices them - from repeating tickets to ineffective Knowledge Base content.
This is going to become a marked differentiator between service providers. Those who can harness their AI tools in this way will become increasingly efficient and effective, with happier customers and more productive teams.
2. Measure success beyond SLAs
Historically, the success of an IT Helpdesk would have been measured by a plethora of quantitative metrics: Time to resolve, incident backlog, SLA response times, CSAT scores…
These still have their place but, in today’s landscape, success isn’t solely based on numbers and efficiency.
With a growing focus on the employee experience, you will instead want to monitor value, customer happiness and collaboration. Understanding your customer and delivering a service that exceeds (not solely meets) their expectations is going to be paramount.
As such, you may need to identify new success metrics to demonstrate this value.
Base success metrics on the ITIL principles. Working holistically for example - explore how you can measure success across your entire value chain, from multiple stakeholders and dependencies, to integrations and partnerships. Or collaboration - how can you set and measure shared goals across different teams and tools?
It’s also worth looking at long term patterns of customer behaviour and how this may have changed in line with your service and support.
3. Information Security needs to be your constant companion
The threat of data breaches is going nowhere in 2024. It’s likely you have an internal Data Protection Officer (DPO) and Information Security teams, but it’s increasingly important for all teams to take responsibility for cyber security.
Be proactive. Schedule regular reviews of your department policies and procedures. Audit your tools, especially third-party apps. With a growing move to Cloud, ensure your providers' security measures and credentials comply with your own policies, and any regulations in your sector.
It’s such an exciting time to be part of ITSM, and to see its wider value recognised. With the right tooling, technology, support and security, ITSM should be the gold standard to which other business areas aspire.
By Hannah Vincent, Automation Consultants
Meet the Automation Consultants team at stand 155 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
What Does Your Organisation Need in an ITSM Tool?
Few people would disagree with the statement that it’s hard to provide effective IT service management (ITSM) and IT support capabilities without a fit-for-purpose ITSM tool. However, it’s critical to understand the importance of the term “fit-for-purpose” in “fit-for-purpose ITSM tool.” After all, what’s the point of looking at an ITSM tool that states it has “the best change management (or change enablement) capabilities in the industry,” say, when your organisation needs the ITSM tool that’s best suited to its change management needs? It’s no different from buying a new car. A model might claim to have the best fuel economy (or electricity-powered range) of the vehicles in its price bracket, but what use is this achievement if you can’t get the whole family in it comfortably?
So, what does your organisation need in an ITSM tool? If you’re already listing out the ITIL-espoused ITSM processes you need to enable, please keep reading this blog.
Hopefully, it will help you in any future ITSM tool assessment initiative.
The scope of ITSM tool capabilities is an important consideration
When looking at the suitability of an existing or prospective ITSM tool, the traditional approach has been to use a long list of functions and features and a suitable scoring mechanism. Yes, it shows whether an ITSM tool has a particular capability, but it doesn’t necessarily highlight how well the capability meets IT and business needs. It’s a “fit-for-purpose ITSM tool” in that it offers what’s expected of an ITSM tool but is not necessarily a “fit-for-purpose” ITSM tool in the context of your organisation’s needs.
Knowing that the capability is available is only the start. And perhaps the beginning of an investigative journey that’s unnecessarily lengthier by asking generic rather than specific questions about the available ITSM capabilities. But this is only part of the potential issue with the traditional focus on a long list of functions and features, especially when the list contains elements your organisation doesn’t and will likely never use. Not only do the additional capabilities potentially take the focus away from what’s most important, but there’s also no guarantee that the capabilities, while meeting the typical requirements of ITSM tools, actually meet your organisation’s needs. For example, your organisation might need the change calendar capabilities to integrate with Microsoft Teams to work effectively, but this isn’t included in standard change management (or enablement) feature lists.
Understanding the common ITSM tool capabilities
While your organisation needs to be wary of generic capability availability, it’s still important to understand what’s commonly available in ITSM tools. If only to avoid the limitations of the current ITSM tool in the future (because the current ITSM tool is seen as the blueprint for what ITSM tools can and cannot do). For example, the absence of workflow automation in the existing ITSM tool shouldn’t prevent the desire to have it in a future ITSM tool. So what do the most popular ITSM tools offer?
ITSM tool capabilities can be viewed as multidimensional and include:
- Common ITSM processes or ITIL practices that are enabled through technology capabilities
- ITSM processes (or practices) that enable other ITSM capabilities (that are again enabled through technology capabilities)
- Technology capabilities that can relate to some or all ITSM processes
- Support for use cases that go beyond ITSM
Examples of these dimensions are:
- Incident management, change management (or change enablement as ITIL 4 now calls it), and problem management.
- Knowledge management and service configuration management
- Workflow automation, automation and service orchestration (including artificial intelligence (AI)-enabled capabilities), service catalogues and self-service, knowledge bases, reporting and analytics, and integrations with other systems
- Use of the corporate ITSM tool to help enable work in customer services, human resources (HR), facilities, and finance.
Your organisation will have needs across these dimensions. However, returning to the earlier meaning of “fit-for-purpose,” these dimensions alone are insufficient for understanding whether an ITSM tool is right for your organisation. For example, the fact that an ITSM tool offers self-service capabilities or can be used by HR doesn’t mean that it meets your organisation’s self-service needs or its ambition for workflow enablement in HR (perhaps due to information security concerns).
Defining the “fit-for-purpose” in “fit-for-purpose ITSM tool”
Returning to the question of what your organisation needs in an ITSM tool, the meaning of “fit-for-purpose” needs to rise above the inclusion of the common capabilities (across the various dimensions). These capabilities are, after all, what the ITSM can do, not what your organisation can or needs to achieve through the use of the ITSM tool. The latter is what makes an ITSM tool “fit for purpose” for your organisation.
A way to think of this is that the ITSM tool isn’t the finished dish; it simply provides many of the ingredients required to create the outcomes your organization needs. These outcomes should inform what your organisation needs in an ITSM tool – they are the key ITSM tool use cases that rise above the functions and features.
Some people might not see the difference between focusing on these outcome-based use cases and the traditional long list of functions and features, but there are two key differences in both the approach and the results each brings. First, the outcome-based approach lets your organisation focus on what matters most, i.e. the capabilities that will drive success or harm business operations and outcomes if missing. Second, as already mentioned, just because an ITSM tool has functions and features related to what your organisation needs to do, it doesn’t mean the tool can actually do what’s required.
What this means for ITSM tool assessment
Whether this is assessing the suitability of an existing ITSM tool or the consideration of new options, the same approach is applicable. It requires that business requirements are described in outcome rather than multiple feature-point terms, with the assessment exercise ascertaining whether and how the ITSM tool can achieve the desired outcomes (rather than merely offering a requested set of features). This approach provides a far better view of ITSM tool capabilities in the context of your organisation’s needs, especially because many of the ITIL-aligned capabilities are present in all popular ITSM tools.
However, the functions and features data can still be considered (even if just as a “safety net”), with this insight already available via the PinkVERIFY scheme. Although it’s important to appreciate that while the verification of specific processes (or practices) in an ITSM tool confirms they align with ITIL ITSM best practices, the lack of verification doesn’t mean that they don’t. It’s an ITSM tool vendor’s decision on which capabilities they submit for verification based on commercial needs.
How well does your ITSM tool meet business needs?
Meet the IT Care Center team at stand 480 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.
Meet the Brand: NetSupport
SITS are excited to have NetSupport exhibiting at the show in a couple of weeks. Learn more about them before meeting the team on stand 575...
What do NetSupport do?
For over 34 years, NetSupport has provided affordable, award-winning corporate software solutions for companies worldwide.
Built on impact, evidence and co-production, our software helps organisations across all industries, and of any size, to maximise their technology to increase their RIO, while identifying cost savings and increasing productivity.
- Remote control solution to deliver seamless IT support and remote device management – from anywhere to anywhere (NetSupport Manager)
- IT management tools to track, manage and maximise company technology (NetSupport DNA)
- Alerting and notification solution to boost communication and support emergency procedures (NetSupport Notify)
- Ticketing and helpdesk tools (supports ITIL) to help companies answer the toughest support challenges
How did you get started?
NetSupport was founded in 1989 with our flagship solution, NetSupport Manager. Since then, we have grown our product range to support over 21 million users, and supply our software across 120 countries through an international network of distributors, together with NetSupport Group companies in the UK, USA, Canada, Germany and Japan.
What are you looking forward to most at SITS?
NetSupport are looking forward to meeting new and existing customers and showcasing our latest range of software solutions.
Why should visitors come to your stand?
A great selection of on-prem and cloud solutions that are proven to help companies. We will have special offers and free trials available too!
Meet the Net Support team at stand 575 at SITS, The Service Desk & IT Support Show, on 17-18th April 2024, ExCeL London. You can now register for your free ticket here.