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1 min read

Take a Tour of Vivantio

By Staff Writer on 9/9/21 4:31 PM

Are you ready to elevate your CX?  We have an easy way for you to experience the award-winning Vivantio platform with no obligation, no phone calls and no email.  It's our free self-guided tour that shows you how to: 

Discover the Vivantio difference at your own pace and get ready to elevate your customer experience. 

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Vivantio provides a comprehensive suite of SaaS service management products that cover multiple customer service areas including IT ticketing, help desk, service desk, IT service management, asset management and enterprise service management, all backed by proven industry frameworks, such as ITIL.

With Vivantio, companies can manage incoming email, track messaging histories, route tickets to the right teams or employees, escalate critical issues, conform with scheduling, prioritize tickets and integrate with other service tools – all powerful, automated actions designed to increase efficiency across companies’ service teams.

Check out the free tour or better yet, schedule your own personal demo and get one step closer to delivering breakthrough customer service. 

Topics: ITSM Reporting Self-Service Service Ticket Software tour
4 min read

One IT Service Management Software Tool for Multiple Departments

By Staff Writer on 1/16/20 9:00 AM

One ITSM Software Tool, Many Departments

During conversations with our customers, we discovered that various service teams outside of the IT department are using our ITSM software, thanks to its scalability and flexibility. Why? Because they are focused on a common goal: using one tool to streamline their business processes. After all, using one IT service management tool can reduce operational costs, help you meet performance goals and maintain customer service excellence.

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Flexible. Scalable.

Sharing one software tool across different service teams for business processes that require action from multiple departments allows everyone to work toward a common goal while keeping sensitive information secure.

Consider the process of onboarding a new employee.

Between submitting the job requisition form and preparing the new hire’s work environment, at least three different departments are accountable for moving this process forward successfully: Human Resources, Facilities and IT.

If you’ve been on the side of hiring before, you probably know how much time and how many resources it takes to not only find the right person for the job, but to also prepare them for the first day on-the-job training.

Here’s the good news: using ITSM software, such as Vivantio, that new hire checklist can be streamlined and automated, and, as a result, your new employee (i.e., your internal customer) will be happy from day one.

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  • Bring All Your Service Operations Under One Roof
  • Streamline Interdepartmental Workflow and Communication
  • Meet the Unique Demands of All Your Service Teams

Using employee onboarding as the example, let’s take a closer look at the steps each department can tackle using one ITSM software tool while keeping each department’s data secure.

Human Resources

  • Streamline the onboarding process by reducing paperwork, receiving status alerts on important contract updates and monitoring the overall progress of onboarding
  • Eliminate redundant data such as salary, contact, and personal information by integrating your ITSM platform with your current data tools and by using dashboards and reports accessible among your HR team
  • Use self-service portals to automate e-signing new hire documents and eliminate back-and-forth requests between the department and new hire
  • Improve interdepartmental communication and coordinate timelines via trigger rules and workflows for new hire training

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Facilities

  • Send notifications alerting IT support staff to configure a new hire’s laptop
  • With automation, reduce the amount of time it takes to get approvals so the new hire can get up and running faster
  • Trigger multi-departmental events like setting up access to important business tools and company intranet for the new hire
  • Track and manage the process of setting up the new hire’s workspace, ranging from hardware installation to moving desk furniture

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Technical Support

  • Asset management helps teams manage the new hire’s assets like computers and software with efficiency and accuracy
  • With integration capabilities, IT can seamlessly integrate a new employee’s technology into the company’s network
  • Manage and track the status of employee’s email account creation and necessary software installations
  • Enable new employees to find the IT information they need in a searchable online knowledge base

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Conclusion

These examples from our customers aren’t the only way you can maximize the use of ITSM platforms. Overall, service management software can reduce operational costs, streamline processes and allows you to maintain customer service excellence across the entire organization. When you’re ready to jump on the ITSM platform bandwagon, make sure you consider the type of service desk you plan to operate and take a holistic approach to serving the needs of multiple departments, ensuring your business is running as efficiently as possible. Your customers will thank you for it.

Topics: Service Management ITIL ITSM Reporting ITSM Vivantio
3 min read

How to Drive Business Growth with ITSM Reporting

By Greg Rich on 10/9/14 9:00 AM

DO YOU KNOW HOW TO LEVERAGE YOUR IT METRICS TO GROW YOUR BUSINESS?

In the past, businesses would often depend on generic benchmarks like revenue and cost to measure success. But, in order to survive long-term in today’s markets, businesses are getting smarter. They are finding that they need to be able to capitalize on the deeper business intelligence held within their individual business systems. It’s becoming more and more critical to identify the right growth metrics within your different teams in order to rise above the competition.

One key growth metric that often gets overlooked can be found in your IT support teams. With their help desks, many organizations are failing to harness valuable information at their fingertips that will lead to better working practices, improved efficiency, and ultimately a better future.

 

EFFECTIVE ITSM REPORTING REQUIRES EFFORT AND DELIVERS PRICELESS INSIGHT

The hidden answer can be found by leveraging the multitude of reporting capabilities held within your organization’s ITSM software. The trick, from the business’s perspective, is to work with the IT department to leverage the valuable information held within your own business systems, rather than accepting reporting information that is readily available ‘off the shelf’.

IT has changed. No longer is it just about ‘kit’, managing systems and ensuring business continuity. In recent years, the traditional helpdesk has transformed into a multi-faceted service desk, offering much more to the business.

IT no longer find themselves simply in demand only when a business decision has been made. In fact, IT now plays a pivotal role in the business decision-making process, driving change through innovation and instilling service management ethos throughout the entire organization.

Nowhere is this truer than the business intelligence capabilities that IT affords, which can be harnessed by business decision-makers to justify an organizational change.

 

EASY-OPTION REPORTING

Too often organizations do not make the investment in reporting and instead rely on the information that’s readily available to them in standard reports. It’s all too easy, unfortunately, to produce straightforward reports that offer little value.

Even more pertinent is that these types of reports often find themselves on the desks of C-level executives and even become the subsequent focal points of their meetings – offering discussion but delivering nothing. The bottom line being that little is achieved in the way of strategic change with limited reporting.

 

VALUABLE ITSM REPORTING DELIVERS ACTIONABLE INSIGHTS

It’s ironic, however, because there is a veritable goldmine of information available within ITSM software, specifically in terms of business intelligence, provided your organization can successfully mine and extract it. Moreover, the data itself can sometimes be of little use unless it is correctly interpreted and the right conclusions are drawn.

Whilst every organization is different, there are some key reports that offer valuable business insight:

  • SLA and OLA compliance to measure how the business is doing in meeting its contractual SLAs and underlying supporting OLAs
  • Number of incidents attributed to different business/organisational units to highlight the source of requests and potential business issues in those areas
  • The average cost per ticket to the business
  • Number of incidents per service or configuration item to pinpoint trends and underlying issues
  • Backlog and Predicated Backlog to measure whether the resourcing within the support team is sufficient
  • Benchmarking across different departments using the same ITSM tool to highlight teams adopting best practice and where efficiencies in other teams can be made
  • Benchmarking across other companies in the same sector to highlight how the business is doing compared to its peers.

 

THE RIGHT TOOLS SUPPORT EXISTING BUSINESS OBJECTIVES

It goes without saying that tools are often needed to successfully create custom reports that boost real business value and offer real-time insights. However, these tools should not be cumbersome to operate or represent too large an investment for organizations.

Valuable ITSM reporting should be the cornerstone on which all business decisions are based and, without it, organizations will find themselves making uninformed judgments. It’s their business intelligence analysts, however, that will be breathing the biggest collective sigh of relief. Their core focus is to gain knowledge and insights from meaningful data – quickly, simply and from a system with complete flexibility. How does your ITSM reporting stack up?

Topics: Service Management ITSM Reporting Service Strategy