IT Help Desk
Blog
What Is an IT Help Desk? Plus, How to Avoid Common Implementation Mistakes

Get insights into the critical functions the IT help desk performs, along with how to avoid all-too-common implementation mishaps.

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ITIL Service Desk
Blog 10 min
ITIL Service Desk Responsibilities

Implementing an ITIL service desk can be intimidating when you first get started. Try these strategies.

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Major Incident Management
Blog 10 min
What Are the Primary ITIL Major Incident Management Roles and Responsibilities?

ITIL Major Incident Management is one of the most important sub-processes of Incident Management. Find out more about what's involved.

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woman working from home
Blog
Changed Forever: What We’ve Learned by Adapting to Working Remotely

Remote work has led companies and employees alike to make many adjustments. Here, some lessons learned during this process.

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Blog
Developing a Business Case for Your IT Project: How to Gain Executive Buy-in for ITSM

The technology buying process is marked by inertia, but by following these steps you can secure that all-important approval and funding from your organizational decision-makers.

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Blog
Digital Transformations Can Transform the CIO’s Role, Too

A recent study shows that digital transformation can set a CIO up for a partnership with the CEO—underscoring the increasingly strategic role the CIO plays and placing the CIO more firmly into a key leadership position.

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Remote Workforce Management
Blog
3 Best Practices to Drive Self-Service Support Capabilities

Providing self-service capabilities that consistently solve end-users’ issues and inquiries with high satisfaction ratings requires a holistic approach to the implementation. Discover the keys to enabling this capability.

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ITSM vs. ESM
Blog
Cherwell Maintains Its Challenger Position in Gartner 2020 Magic Quadrant for IT Service Management (ITSM) Tools

We're proud to be positioned as a Challenger in the 2020 Gartner Magic Quadrant for IT Service Management (ITSM) Tools, which looked at hundreds of global vendors.

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Modern Service Desk for Employee Experience
Blog
New Findings: Modernizing the IT Service Desk Leads to Improved Employee Experience

New research released illustrates how COVID-19 has impacted employee experience along with the opportunities for service management technology to better enable the workforce.

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Blog
Meet Our New CEO: Sam Gilliland

With a customer-focused mindset and community-oriented approach, Sam joins us with a deep understanding of how technology can improve business processes. I was pleased to have the opportunity to ask him a few questions. Read on for more.

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Blog
4 Common Misconceptions About Software Audits

Software audits can be time-consuming, expensive, and more. Learn how to avoid a software audit and how to protect yourself and your company.

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Blog
Flying High with Excalibur and Cherwell

In this guest post from our partner, Excalibur Data Systems discusses how they can help organizations leverage the power of Cherwell to digitally transform their organizations and elevate their customers' experiences.

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digital process automation
Blog
How to Embrace Digital Process Automation

In order for digital process automation efforts to succeed, employee must be essential to the transformation efforts. Here's how to get on the path to success.

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Security Orchestration
Blog
Low-Code and No-Code Are Indispensable to Digital Transformation

The spread of COVID-19 has created an environment in which low-code/no-code platforms are thriving. A recent survey reveals the growing importance of these platforms.

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Forrester Automation Framework
Blog
Board the Rocketship to Modern ITSM Operations: 5 Steps to Get Your CMDB Right

The unfortunate reality is that many service desks face obstacles on a daily basis if they lack an up-to-date CMDB. This guest post from our partner Resolve digs into how to get your CMDB where it needs to be.

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Legacy ITSM
Blog
Delivering a Superior Employee Experience with Native Mobile Applications

This guest post from our partner PowWow Mobile explores how you can provide a consumer-grade employee experience—fast.

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