ITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value creation.” This is comprised of five elements: It’s vital to understand the core principles before you can relate them to customer service, as they all play a role in the customer journey.

G2 Awards Based on thousands of reviews within the IT Service Management sector on G2, HaloITSM has been awarded 6 badges for the Winter of 2023. As you can see from the image above, these awards include: Overall, three of our ratings that stand out on G2, which we are really proud of, include ‘Ease of Use’ (9.8/10), ‘Quality of Support’ (9.7/10) and ‘Ease of Setup’ (9.2/10).

So you’re looking to start a career in IT. Good for you! IT jobs have been a dream for young professionals in recent years thanks to the rapid changes in the technology landscape. High pay, high demand, what’s not to like? However, in order to get started properly in IT, there are a few things that you need to get right. What are the possible career paths for you in IT? What skills do you need to start your career in IT? Can IT skills alone help you secure a job at the help desk?

It might have been a while since you last wrote a letter to Father Christmas, perhaps asking for the toys you saw (and then wanted) in shop windows or TV adverts. It was a great part of the whole Christmas experience as a kid, and hopefully, you weren’t too disappointed come Christmas Day. But, if given a chance to write an IT service management (ITSM)-related letter, what would your IT service desk agents ask Father Christmas for this Christmas?

If there's no proper offboarding process in place, organizations can easily lose track of the necessary steps to terminate a business relationship. This, of course, includes employees returning equipment and can be the cause of data and money loss. Not retrieving equipment from workers can pose a severe security issue since devices can contain confidential information and credentials to multiple company platforms and cloud services.

To improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better impression of a business, we recommend doing the following three first: ITIL best practices haven’t historically been utilized in CSM operations or improvements. Still, frameworks like ITIL and COBIT (Control Objectives for Information Technology) have a lot of innovation and efficiency to offer within the customer experience.

"Experience" has become the buzzword for quite some time now. We all think and talk about it, but it hardly ever changes anything. One reason for this is that the word "experience" (and Experience Management, for that matter) is a VERY broad term and can be leveraged for many different outcomes. However, we can take a narrow approach when it comes to service and support by focusing on just one aspect: personalized support.

Professional services automation can play a pivotal role in the delivery of services. It is a technology platform that enables organizations to streamline and automate all areas of their professional services operations, including project management, customer support, billing and invoicing, resource management, and reporting.

Look through think pieces and conversations over the course of the last two years and you’ll find a lot of talk about the acceleration of digital transformation. Now that the dust has settled, we can safely say that many of the grand predictions about the future of work have taken place.

HR and IT collaboration may just be the answer to all of your employee experience problems. In a world where team members and companies alike are facing immense challenges with adapting and changing, IT solutions are what the HR department needs to enhance employee experience, and the people element is what the IT department lacks to create a holistic technology solution for everyone.