The eStomi approach to IT Service Management ( ITSM)

It is of no surprise that each and every software company today is fundamentally becoming a service company. In this major transformation and transition to a services dominated world , IT is placed right at the center but it comes along with some challenges that IT teams have to face . In here comes the[…]

Why ITSM is important for your business

IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of an organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value. When we talk about ITSM and its benefits for business, there are few basic questions that pop up[…]

Knowledge and Wisdom of ITSM

We have mostly been flooded with implementation of ITSM inquiries. As we have made it very obvious to all, we provide consulting and implementations on ITSM and BSM projects/assignments only. Most of the customers are referred ones and we seldom use sales/marketing to get newer projects. Although, the customers have gotten more demanding, markets have[…]

Should we consider ITSM for polygamy?

ITSM (IT Service Management) has been enjoying the success of being a bachelor, groomed by various product vendors and attracted by customers. It has been a darling of customer success and customer support for a while. Of late, many of the customers have started adopting it further and considering the customer interactions via different sources[…]

Without proper SLA, Helpdesk is a glorified database !

If you are heading IT Operations or Support Desk or IT in general, then you know that end user behavior has changed significantly and continues to change. This means, the Helpdesk implementer has to either implement effective and optimal solutions or get out of the way. For non-ITSM readers, let me define what is an SLA[…]

Blog of the month

Knowledge and Wisdom of ITSM We have mostly been flooded with implementation of ITSM inquiries. As we have made it very obvious to all, we provide consulting and implementations on ITSM and BSM projects/assignments only. Most of the customers are referred ones and we seldom use sales/marketing to get newer projects. Although, the customers have[…]

The Paradox

According to a survey, less than 5% of all Information Technology spending is allocated to end-user support. Interestingly, support drives customer satisfaction for ALL of Information Technology. According to MetricNet, 84% people surveyed believe that Service Desk is most important for customer satisfaction! Isn’t it strange? The above details that I’ve talked are about IT; however,[…]

RIP ‘traditional’ ITSM

As I read the funny quote, “Growing old is mandatory, growing up is optional”, I couldn’t stop thinking about how ITSM (IT Service Management) market segment has evolved. It started as a tool to log or track issues and then gradually grew as Helpdesk (both Incident & Problem Management) only to accommodate Change, CMDB, Asset,[…]

Impact on privatizing BMC

One of the most awaited Bollywood movies in 2013, ‘Krrish3’, got released and disappeared almost in no time. Its different fact that it claimed to have crossed INR 100 Cr business. Did you note that ‘Krrish3’ continued to do business regardless, as it sold many masks, costumes and toys and yes, there were buyers for[…]