IT Service Management (ITSM)

SCL Health Enhances Patient Safety with ITIL Service Management Solution

Are you in the market for a proven IT Service Management (ITSM) software solution that supports ITIL processes? This case study shares the inside scoop on how Ivanti® Service Manager, powered by Heat, is helping SCL Health enhance patient safety, manage change to reduce unplanned outages, and stream


Behold the Benefits of Unified IT Service, Asset, and Endpoint Management

If you only had a few moments to explain IT service management (ITSM) to someone, what would your “elevator pitch” be? In an EMA Research report, industry analyst Dennis Drogseth defines it this way: “Based on ongoing dialogs and readings outside of this research, perhaps the most frequent industr


The IT Service Management Attainment Model: An ITIL Roadmap for Continual Improvement

I love a catchphrase attributed to the people of rural Maine in the U.S. when replying to tourists asking for directions—often to places not reachable by a direct route: “Oh, that’s too bad. You can’t get there from here.” When it comes to delivering reliable, real-world IT Service Management to yo


Service Desk Automation Part 3 of 4: Your Key to Unburying the Service Desk

No surprise: Most people prefer to solve problems themselves—just as they prefer an ATM to waiting in line for a cashier. So, here’s why automated service catalogs are key to unburying your service desk: Self-service catalogs are users’ first choice. Give employees what they’re looking for and the