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ManageEngine ServiceDesk Plus: In today’s competitive business environment, it is more important than ever for South African businesses to find ways to save money. One way to do this is to invest in a comprehensive...
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...
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...
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...
“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...
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...
The internet of things (IoT) is going to transform society. The buzz across the technology industry about machine-to-machine connectivity — where virtually every object is interconnected via embedded sensors, software and electronics to collect and...
Digital transformation is the buzzword that every CIO and most top-level managers are so concerned about. So, for all the hype around it, what is digital transformation, and is it really happening? Yes, it’s happening....
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...
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...
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...
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...
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...
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...
ManageEngine and ITSM.tools have partnered to put together an e-book that captures the real-life accounts of industry insiders who have been through IT all.
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...
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...
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...
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...
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...
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...
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...
Remember the last time a product you ordered was delivered after the promised delivery date? Yep, the frustration of a product or service being delayed is certainly not something you’d want to experience frequently.
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...
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...
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,...
What should you consider when migrating to ManageEngine ServiceDesk Plus on-demand (cloud) from ManageEngine “servicedesk plus” on-premise edition? The two solutions are functionally very similar, with some exceptions, please see here for a comparison.
At Zoho Corporation, the parent company of ManageEngine, we have decades of experience in incident response and training as a global company with thousands of employees and over 180,000+ customers.
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...
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...
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...
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...
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...
IT management challenges faced by government
Government departments face numerous IT challenges that threaten to diminish, if not derail their IT-driven services and are increasingly charged with daunting tasks such as:
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,...
#RemoteWorkingChallenge We can only imagine that the increase in remote working has posed challenges for you the IT professional. From dispersed end users to security vulnerabilities and more, it cannot be easy. We would like...
Performing actions in ManageEngine ServiceDesk Plus Cloud’s iOS app using just your voice is now possible! With this new integration with Siri shortcuts, you can perform several actions in ServiceDesk Plus.
Why don’t help desk applications manage Active Directory (AD)? Given the wide array of features that ITSM tools natively offer, it seems like AD management should be packaged into them too.
Technology can transform education, but your IT must be able to keep up. Any threat, security breach, network congestion, downtime, or drop in user experience can throw your class into chaos.
The agile approach is everywhere! It has quickly penetrated other areas and ITSM is no exception. By agile, we don’t simply mean “to move quickly,” though that is a major component.
Do you manage your organization’s IT infrastructure? Then you’ve probably dealt with change management in some capacity.
From self-driving cars that proactively avoid collisions to systems helping doctors diagnose diseases faster, Artificial Intelligence has proved it can make our lives much easier.
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