If you are trying to compare Freshservice vs. Zendesk, you’re probably facing the daunting task of choosing a service desk software for your company. After talking with thousands of service desk buyers, we identified some everyday needs and pain points that the vast majority of organizations face while choosing the right service desk solution for their IT or Enterprise Service Management efforts.

According to PWC’s Future of CX Report, 70% of customers say that speed, convenience, knowledgeable help, and friendly service are the key elements of a positive customer experience (pwc.com). For service providers and their customers, this often begins with the user interface, which plays a crucial role in shaping their first impression. When users interact with the interface of a self-service portal or application, they immediately form opinions based on its design and functionality.

In this quarter’s update, we are excited to announce a series of new features aimed at improving your ITSM and ESM processes. Our latest enhancements focus on increasing agent productivity, ensuring data security, and providing clearer insights for better decision-making. Key updates include Service Availability Tracking, Intelligent Event/Alert Management, Tailored Dashboards, and several enhancements to knowledge management, email handling, and approval workflows.

Can you afford to lose control of your database and risk your ITSM compliance and security? Complex database systems require a strong monitoring solution in order to keep your database in check, including monitoring queries, setting alerts, and auditing activities. It gives you a clear view of your database’s activity, ensuring your ITSM framework runs smoothly and efficiently.

In today's fast-paced enterprise environment, companies must adopt efficient tools to remain competitive, scale effectively, and deliver exceptional value to clients. A critical factor in achieving this is streamlining workflows to reduce inefficiencies and empower teams to focus on high-value tasks. StartingPoint, a comprehensive workflow management platform, offers a simple and effective solution to simplify enterprise workflows, ensuring that businesses are equipped to thrive.

Including Incident Management software in your IT Service Management (ITSM) strategy has become critical for maintaining the seamless operation of business IT systems. In this article, we’ll delve into the indispensable role Incident Management solutions play in today’s technology-driven workspaces.

Did you know that companies with clear Service Level Objectives (SLOs) and Service Level Indicators (SLIs) see up to 70% fewer service issues? This shows how important SLOs and SLIs are for a smooth and reliable user experience. As technology has advanced, customer service has often taken a back seat, but the tide is shifting, and user experience is now the focal point of service delivery. As a result, keeping services reliable is key.

Welcome to your comprehensive guide on the ITIL service level management process. Throughout the history of business, delivering high-quality services consistently has been a key component to success. The ITIL framework provides a proven set of best practices to ensure efficient and reliable service management, helping businesses achieve consistent success in the competitive digital landscape our modern business exists within.

Are you looking to boost customer retention and reduce customer churn? The effects of having low customer lifetime value can be detrimental to a business. If you want to squeeze more value out of customers, you must find ways to increase their engagement. Customer activation is a crucial stage of the customer journey that is often overlooked. Failing to address customer activation could eventually lead to an unsustainable business.

Every company relies on the help desk skills teams have to keep operations running smoothly. The ability to diagnose issues, resolve user concerns, and manage systems effectively forms the backbone of their work. However, the demands on help desk personnel extend beyond technical know-how; interpersonal skills and adaptability are just as vital.