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ITIL is your organization's secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its potential for business success.

Unlock the distinctions between Enterprise Service Management (ESM) and IT Service Management (ITSM). Discover how understanding these differences can elevate operational efficiency, cross-departmental collaboration, and overall business success.

In this article, you'll discover the transformative power of an Enterprise Service Management (ESM) framework in streamlining business operations.

In this article, we'll journey through the world of ESM, using the case study of American Enterprise (now "Wellabe") to illustrate its impact on business operations.

Building on the foundation laid in the first two parts of this series, this segment focuses on the centerpiece of Automated Incident Response (IR) – the playbooks.

In this segment, we'll tackle the challenges of transitioning to automation, guide you through its seamless integration, and spotlight the unique capabilities of tools like Vivantio.

In the vast and ever-changing realm of cybersecurity, being proactive rather than reactive is crucial. As the magnitude and frequency of cyberattacks continue to soar, it’s evident that traditional, manual methods of incident response may not suffice.

In an increasingly digital and customer-centric business landscape, having an effective customer service channel strategy is no longer a luxury—it’s a necessity. In this article, we will explore the art of building a successful customer service channel strategy that caters to diverse customer preferences.

In today’s highly competitive business landscape, understanding your customers is not just beneficial—it’s critical for success. But how can businesses truly gauge the health of their customer relationships? The answer lies in leveraging data through customer health metrics.

In today’s dynamic and fast-paced B2B ecosystem, the integral role of customer service is more pronounced than ever. Beyond being a distinguishing factor, delivering superior customer service has emerged as a strategic business imperative.

Discover the benefits of ITIL4, the latest version of the ITIL framework for IT service management. Learn how it differs from previous versions and how it can help your company improve efficiency and reduce costs. Check out our latest blog post for statistics on ITIL adoption and success rates.

This is it! The tenth and final post of our ten-part series covering The Complete Guide to Customer Service Transformation, where we summarize and help illuminate a path to inspiring change and fostering widespread adoption of your vision for B2B service excellence.

As we near the conclusion of our enlightening ten-part series covering The Complete Guide to Customer Service Transformation, it is time to cover an essential yet often overlooked topic – flexibility. While standard procedures are important, adapting to the unique needs of different customer segments is the key to fostering lasting relationships.

With the eighth post in our ten-part series covering The Complete Guide to Customer Service Transformation, the topic of focus is a key component of an efficient and customer-centric service strategy: self-service capabilities.

Explore the incredible value offered by a Unified Service Management Platform and how it can revolutionize the way you serve your customers.

At the intersection of service and technology, learn how optimized data systems automate updates, offer personalized services, and create exceptional experiences.

Learn how to exceed customer expectations in B2B customer service, optimize journeys, align CX activities, and anticipate needs for transformative results.

Discover effective strategies to secure support and rally your organization behind the vision of service optimization.

Unlock the true ROI of improved customer service! Discover the tangible returns, from increased sales to reduced churn. Reshape your business narrative now.

Discover the transformative power of Service Optimization in driving customer service excellence. Streamline processes, maximize efficiency, and boost business success.

Explore the transformative power of customer service in B2B business. From centralization to exceeding expectations, discover strategies for success.

Join our blog series for insights on customer service transformation. Explore trends, strategies, and tech in B2B service excellence. Two new posts weekly!

Support tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support ticket lifecycle, as well as the interventions and tools that can speed up the resolution process.

This post will review the following topics: Defining help desk ticket workflows, leveraging software for optimal workflows, and where to get started.

Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system.

Service level agreements for customer service provide the the confidence in quality service that clients deserve. Learn what they are here.

ITSM enterprise architecture combines two essential business leadership concepts. Learn how to maximize both ITSM and enterprise architecture here.

ITSM analytics play a vital role in maintaining and improving a service management framework. Learn how to utilize them in this quick guide.

Customer self-service portals bring a variety of quality support tools and information to users on a single home page. Learn how to make one here.

The first step in developing a knowledge management system is picking the right partner. Learn what a KMS is used for, and how to choose one, here.

The first step in developing a knowledge management system is picking the right partner. Learn what a KMS is used for, and how to choose one, here.

Following the right B2B customer journey map is vital in crafting a quality customer experience. See the map, and learn how to adopt it, here.

Customer journey pain points can result in costly non-renewals, or simply lead to less satisfied customers. Learn how to solve the most common ones here.

A B2B customer portal provides endless value to clients and the business providing it. Find out what they offer, and how to implement one here.

CX personalization can improve a number of KPIs by increasing customer satisfaction, retention, and lifetime value. Find out how to accomplish it here.

B2B help desk best practices can rapidly improve the service experience for clients and internal users. Find out the 9 most important ones here.

Proper ticket lifecycle management provides shorter ticket response times, higher resolution rates, and higher customer satisfaction. Learn about it here.

B2B support ticket priority levels are vital to an efficient IT support system. Learn how best to prioritize tickets in this quick guide.

Help desk vs service desk is an important value proposition for a business owner to consider as their business grows.

Ticket deflection helps businesses control the number of support tickets their team must resolve as they grow. Learn some of the top strategies here.

ITIL configuration management principles are the best foundation for businesses looking to improve their IT infrastructure.

The B2B helpdesk is made up of a core team inside a company’s IT apparatus that assists with issues that [...]

The customer service experience is the key to unlocking longer business relationships with clients, and more referral business from their friends and family.

Customer service trends are going to change the way that businesses and their customers behave throughout 2023. Learn how to adapt in this quick guide.

Businesses that want to improve customer satisfaction can often benefit from customer service tools that make the transition easier.

Customer service ticketing systems are vital in ensuring fast, quality responses, and save time and money while boosting customer satisfaction.

B2B customer service differs substantially from B2C. Business leaders can find out how, and what to do about it, here.

Your customer service management system sets the groundwork for an experience that will drive business growth.

Integrations are critical to a strong customer experience because they help your software connect and become a unified service platform that shows a full customer journey. This can provide insight that helps you continuously improve.

A customer service management platform is a software platform that provides a variety of tools, information, and workflows relating to customer service and the customer experience.

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 composed of five elements.

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 three key things first.

B2B Customer Service can make or break a company; at the center of that service lies the customer experience (CX).

ITSM integration is vital to improving department processes and procedures, and business leaders need to know the most effective way to get it done.

ITSM tools make it easier and quicker than ever to overhaul the customer service experience. Read why (and how) to implement one here.

An IT service management framework is the foundation of providing quality service to clients. Find out why (& how) you should implement one here.

Check out this quick ITSM introduction to find out how your business can benefit from an improved ITSM software.

Mid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.

Mid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.

Learn why customer experience matters for B2B with these helpful stats. Then, find out how to modernize yours with our quality software tools.

B2B customer churn keeps businesses from making as much money as they can from each lead. Find out how to reduce it here.

Improving the B2B customer journey has many benefits. Learn what they are, and how to obtain them for your company here.

Learn B2B customer service best practices in this guide on elevating the customer journey through quality planning, implementation, and tools.

Learn why customer experience matters for B2B with these helpful stats. Then, find out how to modernize yours with our quality software tools.

The best way to improve customer efficiency is to adopt a new, quality software platform.

Improve your customer service management process and maximize the quality of your operations.

Tired of old-fashioned, manual customer service processes? Learn why customer service automation may be the solution you’re looking for.

Ever wondered how you can tell if your company’s customer service is up to par? In this article, find out how to measure customer service in new ways.

Ready to automate your company’s customer service model? If so, click here to learn how to create a customer service management plan.

Choosing the best CSM software can be challenging. In this article, we offer eight steps to ensure you get it right.

These customer service management examples display how technology is improving the customer experience.

Customer service management helps companies stay on top of customer interactions. Click here to find out more about this concept.

Discover the most significant customer service management benefits provided by a cloud-based optimization platform.