Enterprise Service Management

The AIOps journey: Navigating the path to proactive IT operations

In this digital era, with the explosion of data and increasing complexity of IT infrastructures, organisations are struggling to manage their IT operations. By leveraging the cumulative power of AI and ML, AI for IT...

The 3-step guide to mitigate outages with unified IT analytics

To deliver uninterrupted services to users and ensure that business remains up and running, it’s important to eliminate outages or downtime. While this seems simple and plausible in theory, in reality, businesses are often grappling...

5 real-world interconnections that IT teams overlook

When business operations expand and mature, IT teams face an increased demand for technology that targets specialised functional areas. This sees the once-small IT teams evolving to operate as several sub-departments that co-exist with each...

Part 2: The transformation story of ManageEngine into an IT enterprise

In part one of this e-book, we talked about ManageEngine’s journey, business model, and customer-driven culture. In part two, we’ll talk about the steps we’ve taken to strengthen our technology, our growing IT infrastructure, the...

Part 1: The transformation story of ManageEngine into an IT enterprise

This e-book is a transformation story of ManageEngine from an ambitious start-up to a successful enterprise. We’ll cover ManageEngine’s inception story, the iterative journey of our business models (including the mistakes we made and the...

5 ITSM automation use cases with Machine Learning (ML)

The field of machine learning is a hot topic. Processing online search requests, filtering spam automatically out of our email inboxes and understanding and replying to speech commands on smartphones are all machine-learning tasks being...

7 Service Desk Habits of ‘The Avengers’

“If you are an IT help desk technician, you’re a superhero!” You may have heard this many times from your help desk solution provider, if not from your customers and colleagues. Do you believe this...

Help desk automation: How chatbots help IT admins

Currently, the automation that operates within our service desk tools is static, has very little built-in intelligence, and requires periodic human intervention to correct course over time. However, things will change as smart automation is...

10 tips for taming IT tickets

In many organisations, IT support seems to follow a corollary of Moore’s Law in which the number of support tickets — rather than the number of transistors — doubles every two years. Even companies that...

ITIL vs ITSM: Demystify the differences between the two

There is no simple answer to the choice between ITIL and ITSM. IT Service Management (ITSM) and IT Infrastructure Library (ITIL) are two concepts that are frequently used interchangeably but are not synonymous. IT Service...

Agile service desk: 5 key benefits of implementing an agile approach

The agile approach is everywhere! Though agile was born in the software development world, it has quickly penetrated other areas and ITSM is no exception. Unless you’ve been away from ITSM for the last 10...

Five ITSM takeaways from Internet Trends report

IT service management (ITSM) is moving into the cloud and evolving to support a mobile workforce. There’s an interesting time ahead for IT service management (ITSM) as it moves into the cloud and evolves to...

Insights from 10 experts and leaders – ITSM Strategies for the next three years

In the post-pandemic era, many organisations have made the switch to a hybrid or remote-first workplace, digitally empowering end users in the process. This has influenced IT’s approach to meet surging demands of the new...

The Brainy Book for Smarter ITSM

This eBook is a compilation of industry best practices and exclusive tips on IT Service Management (ITSM) for IT service desk professionals. It answers all your burning questions and affects your understanding of ITSM in...

The many faces of ITSM-driven business improvement – 7 real life stories from across the world.

AIOps in the ITOM space: Learn how you can effectively leverage AIOps in your organisation

In the past couple of years, IT Operations have gotten increasingly difficult. In the race for digital transformation, organisations have had to change their IT operation strategies completely. Organisations have started shifting from the traditional,...

Hey! Let’s talk AIOps!

As the rapid digital transformation has put a lot of pressure on IT organisations to be more proactive and agile, DevOps principles and practices have been an invaluable resource. However, to remain at the top...

Answering the FAQ of CPU temperature monitoring

Have you ever wondered how productive we could be if we could measure and monitor our brains and be alerted every time we overused them? While there’s no practical way to measure the performance of...

The state of ITSM two years into the pandemic

To understand how well IT organisations have coped over the now two-year-long global pandemic, how operations have been impacted, and which factors influenced success, ManageEngine surveyed 437 IT professionals about a range of topics in...

Strategizing IT incident management in a hybrid work environment

A recent survey by NASSCOM suggests that 70% of the organisations are looking at the hybrid work model as a long-term option as it offers flexibility, convenience, and enhances productivity. Although the hybrid work model enables organisations...

How an effective ITSM strategy helps manufacturing companies realise gains

Over the past few years, the manufacturing industry has seen rapid digitization to improve production techniques with smart manufacturing technology. Propelled by Industry 4.0 and Industry 5.0, manufacturers are moving away from archaic and disparate...

Build an agile, comprehensive, and scalable HR service management strategy for your organisation

In most organisations, HR service management processes start with internal chats or phone calls and end with Word documents and Excel sheets. Managing all that information in such an old-fashioned manner becomes extremely tedious as...

Build a safe and secure service management platform for your healthcare organisation

Information technology (IT) has penetrated many industries, the healthcare industry being one of them, and has become an essential component of everyday functions. Healthcare organisations continue to integrate IT and medical devices into daily clinical...

The Past, Present, and Future of IT Service Management

ITSM and ITIL came to life for me in the 2000s. Concepts such as availability management, service continuity management, change management, and problem management appealed to me because they focused on activities I had encountered...

10 tips to improve your help desk service experience

Understanding the reality of how the customer feels is incredibly important – it’s the backbone to providing great service. It’s the people delivering the service that make the difference to a customer, not specifically the...

8 essential KPIs that every IT service desk team should be aware of

This whitepaper lists eight essential KPIs that every IT service desk team should be aware of. These KPIs help meet basic IT help desk objectives such as business continuity, organizational productivity, and delivery of services on time...

6 strategies to eliminate costly inefficiencies in your IT service processes

Efficient service processes are the key to meeting end user demands and achieving business objectives. Learn how you can transform your IT service management processes using analytics. In this e-book, you will be provided with six...

What service request management is

Users raise a variety of IT requests every day. It might be a request for new software, the replacement of old hardware, access to applications, or a change in the component of an asset. These...

Understanding the importance of service-level agreements in ITSM

The what, why, and how of a configuration management database (CMDB)

The word CMDB is something you often hear in the world of ITSM and IT management, but it’s seldom explained. So, what exactly is a CMDB, and how does it help your organization? If these...

Updates to ServiceDesk Plus Cloud for Microsoft Teams Enhanced chatbot, ESM, and UI

2020 has seen a surge in the number of organisations embracing remote work to adapt to the new normal, leading to increased reliance on digital collaborative workspaces like Microsoft Teams. As organisations migrate critical business...

Multi-client network troubleshooting is now hassle-free with ServiceDesk Plus MSP integration

Managed service providers (MSPs) typically might run into a variety of network issues in a client’s network, and they address them without compromising the performance of other client networks. This requires visibility into multi-client networks,...

Back to work: An IT admin’s guide

IT teams played a pivotal role in enabling remote work and will similarly have a central part in facilitating the various return-to-work strategies. While the shift to remote work happened almost overnight, returning to work...

10 secret strategies to supercharge IT reporting

Your ITSM data does not necessarily generate value to your organisation—unless you deploy the best reporting and analytical strategies to gain actionable insights. Today’s service desk managers are constantly required to do more with less...

7 real-life IT problems and how to solve them using advanced analytics

IT problems are not exclusive to large organisations—in fact, most IT issues are common to both large and small organisations alike. Some examples include a minor change triggering an avalanche of incidents, using poorly crafted...

Presenting SupportCenter Plus 11.0, with account management, billing contracts, field service management, and more

We are delighted to present the all-new SupportCenter Plus. It comes with the powerful capabilities you will need to provide exceptional customer support. This help desk software is not just effective and feature-rich—it is also...

What to Consider When Migrating to ServiceDesk Plus On-Demand (Cloud) from ServiceDesk Plus On-Premise.

How Zoho manages the spectrum of IT incidents

The COVID-19 effect on IT service management

The challenges and effects of a global crisis on IT service management. Do IT teams around the world think that they are tackling the Covid-19 challenge successfully? ManageEngine and ITSM.Tools partnered up and conducted a...

Speed up ticket resolution in your ServiceDesk Plus help desk with automation

Helping businesses deliver a seamless customer experience and ensure zero downtime has always been a key aspect of ManageEngine ServiceDesk Plus. One of this service desk solution’s powerful integrations is with Site24x7, wherein tickets are logged...

Boost your retail business’s agility through efficient IT service management

The ripples of digital disruption spurred by radical shifts in the ICT field were slow to reach the retail sector, which lagged in terms of digital maturity and technology spend. However, this is no longer the...

Meet the expectations of the digital age citizen with help desk software for Government organizations

Deliver a robust and contemporary service experience to both employees and citizens. The commercial sector’s high level of customer service has raised the service expectations of the public. The generally quick and efficient response to...

ITSM for higher education explained

Over the past few decades, the digital technology landscape has undergone a paradigm shift in terms of communication and collaboration capabilities. This shift, in turn, has sparked a remarkable evolution of higher education ecosystems around...

Network configuration management: Best practices

When a business grows and its needs expand, configuration changes begin to take place on a daily basis. Network admin can carry out these changes manually, but this presents the risk of human error, resulting in faulty...

EMA research report: The must-haves for a network performance monitoring (NPM) solution

Time and again, network admins face a lot of challenges in monitoring their IT infrastructure and often rely on more than one tool which leaves them tangled with too much data and no actual information. Be...

Best Virtual Machine management practices for exceptional IT operations

To win the battle against server downtime, VM sprawl, OS vulnerabilities, and failover issues, IT admins need to strengthen their server virtualization monitoring game. The purpose of this e-book is to shed light on some...

IT management solutions for government

Smart IT management to keep your financial company in the black

As technological advancements change the way you do business, it is important that you can count on your IT to keep everything up and running. ManageEngine solutions give you complete visibility of your IT infrastructure,...

Integrating Siri shortcuts with ServiceDesk Plus Cloud’s iOS app

Introducing ManageEngine ServiceDesk Plus MSP South African version 10.5 with Time Sheet, field service management, and more!

IT Management Solutions for Educational Institutions in South Africa

Top five practices to ensure agility in your IT service desk

Enhanced change management in ServiceDesk Plus: 5 tips to simplify your change implementations

How Artificial Intelligence (AI) will redefine the IT service desk