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Service management, in practice.

Guides and perspective on ITSM, ITIL, and customer service — from the team building Vivantio.

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Right-Sized ITIL: Structure Without Process DragService teams often feel slower even when nothing is technically broken. This guide introduces Right-Sized ITIL — a practical governance model that reduces…ITSMITILBest practices
The Integrations Landscape for Customer Service & Service OperationsIntegration used to be a checkbox. Now it’s the difference between coordinated service and constant workarounds. This piece breaks down what the…Customer ExperienceIntegrations
The Customer Workflow Crisis: Why Mid-Market Teams Need a New ApproachMid-market organizations are struggling with a challenge few anticipated: workflow fragmentation across Support, Success, Ops, and Product. Tool sprawl and…Customer Experience
Dark vs. Light Mode for SaaS: What Actually Helps Users Get Work DoneDark mode isn’t just a trend—it’s a test of focus, comfort, and accessibility. Discover when each mode helps SaaS teams work smarter and why choice matters…Customer Experience
Introducing Vivantio Dark Mode: Built for Focus, Clarity, and ChoiceVivantio secures the esteemed SourceForge Fall 2023 Leader Award in SaaS service management. This accolade highlights their dedication to innovation and…Customer Experience
How to Master AI Data Integration: Tips for Operation LeadersDisconnected data systems waste time and stall growth. Learn how AI-driven data integration can automate workflows, eliminate silos, and drive real-time…Automation & AIIntegrationsBest practices
Omnichannel Helpdesk: Your Key to Better Customer Support?Managing support across disconnected tools? An omnichannel helpdesk brings it all together—boosting efficiency, improving customer satisfaction, and…Customer ExperienceCustomer Service ManagementBest practices
The Future of Workload Automation for SaaS: 5 Trends & InnovationsWorkload automation is no longer just about efficiency—it’s about intelligence, agility, and automation at scale. By 2025, 80% of organizations using…Automation & AICustomer Service ManagementITILBest practices
B2B Customer Service: Top 6 Best Practices for SuccessExceptional B2B customer service goes beyond problem-solving—it builds lasting relationships, enhances retention, and drives business success. By…Customer ExperienceCustomer Service ManagementBest practices
What is an ISV Partner: The Power of Strategic RelationshipsISV partnerships are a game-changer for SaaS companies, enabling seamless API integration, automation, and improved workflow efficiency. By leveraging…Customer Service ManagementIntegrationsBest practices
Optimized ITSM & Customer Service for ISVsScaling an ISV isn’t just about delivering great software—it’s about providing seamless service and support. IT Service Management (ITSM) helps streamline…Customer ExperienceCustomer Service ManagementITSM
Software Integration and Automation: Understanding the DifferenceIntegration and automation might sound similar, but their impact is vastly different. Integration connects your tools, ensuring seamless data flow, while…Automation & AIIntegrationsITSMBest practices
Mastering IT Ecosystem ManagementYour IT ecosystem is more than just infrastructure—it’s the foundation of your business. By optimizing integrations, automating workflows, and ensuring…Customer Service ManagementITSMITIL
Post-Implementation Support Model: Benefits and Best PracticesA strong post-implementation support model ensures seamless knowledge transfer, reduces disruptions, and empowers teams for long-term success. This…Customer Service ManagementITSMITILBest practices
The Importance of User Interface and ITSM for Better UXCreating a seamless user interface is key to enhancing user satisfaction and simplifying workflows. Learn how software providers can leverage thoughtful UI…ITSMITILManaged ServicesBest practices
Database Activity Monitoring for ITSM: Stay in ControlDatabase activity monitoring is a game-changer for ITSM frameworks, offering real-time insights to boost security, ensure compliance, and optimize…ITSMITILBest practices
Service Level Objectives and Indicators ExplainedDiscover how Service Level Objectives (SLOs) and Indicators (SLIs) can revolutionize service reliability and user satisfaction. Learn practical tips,…ITSMITILBest practices
A Complete Guide to ITIL Service Level Management ProcessService Level Management is the backbone of ITIL, ensuring IT services meet business goals and customer expectations. This guide explores key concepts like…ITSMITILBest practices
Automated Patch Management Process: Streamline Security and ComplianceManual patching is tedious and risky. Automated patch management transforms this process, reducing vulnerabilities, saving time, and ensuring compliance.…Automation & AIITSMBest practices
Infrastructure Security in Cloud ComputingCybercrime could cost the world $10.5 trillion by 2025—are you prepared? Explore the fundamentals of cloud infrastructure security, from key components and…Best practicesReporting & AnalyticsSecurity & Compliance
Why Does ITIL 4 Break Apart Release Management vs Deployment ManagementEver wondered why ITIL 4 separates release management from deployment management? This key distinction enhances software delivery, boosts reliability, and…Customer Service ManagementITSMITILBest practices
Essential ITSM Principles for Achieving Effective IT ManagementAre your IT services driving business success or holding you back? By embracing ITSM principles and leveraging the ITIL framework, your IT operations can…ITSMITILBest practices
Top Strategies to Identify Asset Management Cybersecurity RisksUnmanaged assets pose significant cybersecurity threats, with breaches taking 24.7% longer to detect and contain. Learn how effective asset management…Asset Management & CMDBBest practicesSecurity & Compliance
Predictive Analytics: Allowing Agents to Anticipate Customer NeedsPredictive analytics revolutionizes service management by helping teams anticipate customer needs before they arise. This data-driven approach enables…Automation & AICustomer ExperienceCustomer Service ManagementITSM
Why Using a Managed Service Provider Is Essential for Business SuccessUnlock the benefits of partnering with a Managed Service Provider (MSP) to drive your business success. From reducing costs and enhancing productivity to…Customer ExperienceCustomer Service ManagementITSM
ITIL Service Management Best Practices and Support ProcessesITIL’s best practices offer a structured framework to enhance IT service management, aligning IT operations with business goals and improving customer…ITSMITILBest practices
IT Capacity Management: Optimize Your Tech ResourcesEffective IT capacity management helps align technology with business needs, maximizing resource efficiency and reducing waste. Discover the key strategies,…Customer Service ManagementITSMBest practices
Understanding Your Customer Experience LifecycleBuilding strong customer relationships goes beyond sales. By optimizing each stage of the customer experience lifecycle, your brand can turn every…Customer Experience
Unlock IT Solutions: What Is an IT Service Provider?Imagine your systems go down, but with a quick call, your IT service provider has you back online by midday. Proactive IT management, cybersecurity, and…Customer Service ManagementITSMBest practices
Data Integration Tools: Simplify Your ITSM Data ManagementData integration tools simplify ITSM by enabling seamless data flow and supporting better decision-making with clean, consistent data. Discover how these…Customer Service ManagementITSMBest practices
Boost ITSM Efficiency with Customer Journey Mapping ToolsDiscover how ITSM teams can leverage customer journey mapping tools to optimize service delivery, identify pain points, and streamline processes. From…Automation & AICustomer ExperienceITSM
What is an IT Service Desk? Essential Support ExplainedThe IT Service Desk is essential for resolving technical issues and ensuring smooth IT operations. Discover how Vivantio’s advanced solutions, including…Customer Service ManagementEnterprise Service ManagementITSM
Master Data Integration Node Essentials for Your BusinessUnderstanding data integration nodes is vital for business success. Learn how unifying your data from multiple sources leads to smarter decisions,…Customer ExperienceCustomer Service ManagementIntegrationsITSMBest practices
What is a Service-Based SLA? Best Practices for Service ProvidersLearn what a Service-Based SLA is and how it ensures consistent service delivery across customers. Explore best practices that help service providers build…Customer ExperienceITSMBest practicesReporting & Analytics
How ISVs and MSPs Can Maximize ROI with Faster Implementation and ITAMIndependent Software Vendors (ISVs) and Managed Service Providers (MSPs) need solutions that deliver fast value. Vivantio ranks #1 in G2’s Fall 2024…Asset Management & CMDBManaged ServicesSelf-Service
ITIL Change Management Best Practices: Key TipsDiscover how ITIL change management best practices can streamline your IT processes and reduce service disruptions. Learn how to establish a Change Advisory…ITSMBest practices
Ten Fundamental Controls Every IT Environment Should ImplementTo build a secure IT environment, organizations must implement key security controls within their ITSM framework. From multi-factor authentication to…ITSMBest practices
B2B Digital Transformation: Best Practices for the Modern Business LandscapeB2B digital transformation is reshaping how businesses operate and deliver value. From automation to AI, B2B companies must embrace these tools to stay…ITSMBest practices
Enterprise Change Management: Building Organizational Agility and CompetencyEnterprise Change Management (ECM) enables businesses to implement change smoothly while building organizational agility. Learn how ECM strategies help…Enterprise Service ManagementBest practices
The ITIL Framework Can Be Described Best As: A Set of Best PracticesThe ITIL framework is a powerful tool in IT Service Management (ITSM), providing organizations with a structured method to optimize their IT services. From…ITSMITILBest practices
What is an API EcosystemAn API ecosystem is the backbone of seamless integration and innovation across industries. It enables businesses to streamline operations and improve…IntegrationsITSMITILBest practices
Customer Based SLA for B2B Service ProvidersEnhance your B2B services with a customized Customer-Based SLA. Tailor service quality to client needs, improve satisfaction, and strengthen partnerships.Customer ExperienceITSMBest practicesReporting & Analytics
Understanding Multi-Level SLA EssentialsAs businesses strive for excellence, understanding the nuances of multi-level SLAs becomes essential. These agreements allow for more precise management of…ITSM
Mastering Help Desk Management: Your Guide to Ticket ManagementLearn how effective help desk management can streamline ticket resolution, enhance customer satisfaction, and empower your support team to deliver…ITSMBest practices
What is Incident Management and How Do Incident Management Systems Work?Discover the critical role of incident management in IT service management. Learn how an effective incident management system can minimize disruptions,…ITSMITILBest practices
ITIL Service Lifecycle: 5 Stages of the ITIL Service LifecycleITIL is your organization’s secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its…ITSMITILBest practices
Boost Time-to-Value: Using Automation to Maximize ROI in ServiceService providers can significantly enhance efficiency and ROI by integrating automation to minimize time-to-value. Let’s explore strategies for quick…Automation & AIBest practices
ITSM Framework: A Service Management SystemAn IT Service Management (ITSM) framework ensures your IT services operate efficiently, aligning them with business goals and improving customer experience.…ITSMITILBest practices
What is Patch Management?Keeping your IT systems safe and up-to-date is paramount, and patch management software is an essential tool for endpoint management. It helps you obtain,…ITSMITILBest practices
Remote Monitoring and Management (RMM): Enhancing Management SoftwareRMM software empowers IT professionals and Managed Service Providers (MSPs) by transforming their IT management into a centralized, automated, and secure…ITSMITILBest practices
MSP vs. MSSP: Key Differences ExplainedUnderstand the key differences between Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs). This concise comparison highlights…Managed ServicesSecurity & Compliance
A Complete Guide to MSP Automation: 5 Steps to a Culture of EfficiencyExplore how MSPs can enhance efficiency and client satisfaction with our comprehensive guide to ITSM and ITIL-driven automation. Follow our five essential…Automation & AIITSMITILBest practices
Vivantio’s Top G2 Rankings: Efficiency and ROI for Service ProvidersVivantio leads with top G2 rankings for Implementation and Results, highlighting its unmatched efficiency and ROI. Discover why service providers trust…Customer Service ManagementEnterprise Service Management
System Management Automation StreamlinedFrom automating software installations to enhancing user account management, explore the strategies that boost efficiency, reduce errors, and strengthen…ITSMITILBest practices
Incident Management Process: Best Practices Within ITILWelcome to our detailed guide on the incident management process. Discover essential steps to handle issues swiftly, maintain business continuity, and…ITILITSMBest practices
Change and Release Management: Clarifying Key RolesChange and release management are vital for maintaining business stability and boosting productivity. By understanding the key roles and processes involved,…ITSMITILBest practices
Enterprise CRM Systems: Unlocking SuccessHow do the best enterprise CRM software platforms transform your business? By streamlining customer data management, automating processes, and driving…Enterprise Service ManagementIntegrationsBest practices
Incident Management Automation for MSP: Enhancing EfficiencyDiscover how Incident Management Automation helps streamline incident response, enabling MSPs to resolve issues faster, improving service quality, and…Automation & AICustomer Experience
Intelligent Workflow Automation: Innovative Organizational ProcessesLearn how Intelligent Workflow Automation (IWA) has proven to be a powerful tool empowering MSPs to leverage cutting-edge technologies like AI, machine…Automation & AIBest practices
What is Device Management in IoT? A Comprehensive Guide for MSPsStep into the dynamic world of IoT, where seamless connectivity transforms modern operations. Learn how MSPs can streamline IoT device management, enhance…Customer Service ManagementITSMBest practices
Enterprise Service Management Software for MSPs: Outgrow All-in-OneIn the dynamic world of managed IT services, MSPs need to innovate and optimize continuously. Discover how Vivantio’s enterprise service management software…Enterprise Service ManagementManaged Services
AI-Powered Customer Service Solutions for Managed Service ProvidersThe integration of AI in customer service is transforming how Managed Service Providers (MSPs) deliver support. By leveraging AI-driven personalization and…Automation & AI
Configuration Management Database (CMDB) for MSPsManaged Service Providers (MSPs) are transforming IT service management with CMDBs, achieving enhanced control, scalability, and client satisfaction. This…Customer Service ManagementITSMBest practices
Service Management Implementation: Path to ITSM SuccessDiscover the transformative power of service management implementation in achieving ITSM success. This guide provides essential insights into streamlining…Automation & AICustomer Service Management
What is API Integration? Understanding the EssentialsDiscover the transformative power of API integration in Vivantio’s guide. Uncover how seamless data exchange and automation revolutionize business…Customer ExperienceCustomer Service ManagementITSMBest practices
Generative AI in Customer ServiceLearn how businesses are enhancing customer interactions by integrating AI to provide personalized, efficient service around the clock. Uncover the future…Automation & AICustomer ExperienceCustomer Service ManagementSecurity & Compliance
Personalized Customer Experience Examples: Data-Driven InsightsITIL is your organization’s secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its…Customer ExperienceCustomer Service Management
AI Business Process Automation: Revolutionizing EfficiencyAI is transforming business processes to help enhance efficiency and competitiveness across various industries. From reducing manual errors to automating…Automation & AI
ITSM Maturity Model: From Chaos to Strategic Valuejourney from chaos to strategic excellence with our exploration of the ITSM Maturity Model. Discover how structured, AI-enhanced service management can…Customer Service ManagementITSM
Organizational Change Management: A Guide for Modern LeadersNavigate organizational change with confidence using this blog as a guide, “Organizational Change Management for Modern Leaders.” Uncover structured…Customer ExperienceBest practices
Personalized Customer Service: Enhancing CXPersonalized customer service isn’t just a luxury—it’s what sets leading brands apart. Dive into our latest blog post to discover how harnessing the power…Customer ExperienceBest practices
An Effective Change Management Process: 5 Essential StepsDiscover these pivotal change management strategies—from identifying the need for change to engaging stakeholders—that can streamline your organization’s…Customer ExperienceBest practices
Create a Change Management Plan: Guide to Successful Organizational TransformationCrafting a successful organizational transformation starts with a solid change management plan. This guide outlines the steps to seamlessly integrate ITSM,…Customer ExperienceCustomer Service ManagementBest practices
Seamless Cloud Integration: Transform Your BusinessFor businesses to stay competitive and efficient, integrating in-house cloud services and applications have become essential to unlock data and streamline…ITSMBest practices
SaaS Integration Platform: Unleash Its Full PotentialAre you looking to optimize your business processes and improve data flow? A SaaS integration platform offers seamless connection capabilities to connect…ITSMBest practices
What is Your Customer Experience (CX)? Why it Matters to Business.Exploring the essence of Customer Experience (CX) and its significance for businesses, this post delves into how addressing customer journey pain points and…Customer ExperienceCustomer Service ManagementBest practices
B2B Customer Journey Map – Elevate Your Business SuccessDiscover the transformative power of B2B Customer Journey Mapping to boost your business success. Learn how identifying and optimizing every touchpoint can…Customer ExperienceCustomer Service ManagementBest practices
Boost Your ITSM Efficiency with an Incident Management TeamBoost your ITSM efficiency with a skilled Incident Management Team. By swiftly handling incidents, prioritizing critical issues, and applying best…Customer Service ManagementITSMBest practices
Maximize Efficiency with an Incident Management WorkflowDiscover how to streamline your IT operations and minimize downtime with our guide on establishing an efficient incident management workflow. Learn…Best practices
Master Your Process with Expert Incident Tracking Best PracticesBoost productivity and customer satisfaction with essential incident tracking strategies. Learn how using incident management software to centralize,…ITSMBest practices
Optimize Your Business with Software Asset Management Services 2024Discover the transformative power of Software Asset Management (SAM) in optimizing your software investments. Our latest blog post delves into the critical…Asset Management & CMDB
IT Service Delivery: Enhancing Efficiency and Customer SatisfactionLearn how IT Service Delivery boosts efficiency & customer satisfaction by optimizing IT systems & aligning services with business goals.ITSM
Vivantio’s Double Triumph in G2’s 2024 Best of Software AwardsVivantio has been honored in G2’s 2024 Best Software Awards, achieving top rankings in IT Management and Customer Service. This recognition underscores our…
What is an ITSM Ticketing Solution: Streamlining SupportWith the power to automate processes and prioritize tickets, your support team can focus on what truly matters—delivering exceptional service. Dive into our…ITSM
Basic Understanding of ITILIn this blog post, read up on the basics of ITIL (Information Technology Infrastructure Library), its importance in aligning IT services with business goals…ITIL
SLA Compliance: Meeting Service Level Agreements with PrecisionReady to master SLA Compliance? Achieve service level agreement adherence for seamless operations and enhanced customer satisfaction. Read on and learn more.ITSM
Service Level Indicators: Measuring Excellence in Customer ServiceUnlock the secrets to exceptional customer service with Service Level Indicators (SLIs): the game-changing tool that can transform your client satisfaction…ITSM
ITIL Problem Management Process Flow: Resolving IT Challenges EffectivelyEfficiently resolve IT challenges with ITIL Problem Management Process Flow, ensuring uninterrupted operations. Part of ITIL 4 framework.ITIL
Enterprise Workflow Automation: Transforming Business OperationsLearn how to unlock efficiency with Enterprise Workflow Automation & management software. Start maximizing productivity & streamline operations for improved…Automation & AI
What is Change Management in Cybersecurity? System IntegrityDiscover the significance of change management in cybersecurity for system integrity. Explore structured processes and key practices for robust security.Security & Compliance
What is Change Management in HR: Navigating Organizational TransformationDiscover how HR professionals drive organizational transformation through change management. Key skills and strategies explored. Stay competitive!Enterprise Service Management
What is Change Management & Why It MattersDive into the essentials of change management and learn how effectively managing change is crucial for an organization’s success. Discover the structured…Enterprise Service Management
What Is ITIL Problem Management in ITSM?Discover how to enhance IT service operations and minimize disruptions in our latest blog. Learn about the importance of problem management in ensuring…ITIL
ITSM Categories: Streamlining OperationsExplore the key to enhancing IT service delivery in our latest blog post: “ITSM Categories: Streamlining Operations.” Delve into how understanding ITSM…ITSM
What Is The Difference Between ITSM and ITIL?Wondering what sets ITSM and ITIL apart? This guide breaks down the differences and interconnections between ITSM’s broad approach to aligning technology…ITSMITIL
ITSM Use Cases: Real-World ScenariosDiscover the transformative potential of IT Service Management (ITSM) through real-world use cases with Vivantio. Learn how tailored ITSM strategies can…ITSM
What is an Example of Change Management? View Real-world ExamplesDiscover how industry giants like General Electric and Google successfully navigate the complexities of change management. This article delves into…Enterprise Service Management
Customer Service Optimization: Achieving ExcellenceCustomer service optimization is a crucial element for standing out in today’s competitive business landscape. Learn how to craft a seamless and…Best practices
Enterprise Service Management Examples: ESM Meets ITSMDiscover how ESM aligns with ITSM principles to enhance service delivery and streamline operations across various business functions, through real-world…Enterprise Service ManagementITSM
Elevating Trust and Security in B2B SaaS with Vivantio’s SOC 2 ComplianceVivantio, a leader in B2B SaaS Service Management, has successfully completed its SOC 2® assessment, emphasizing its commitment to data security and…Security & Compliance
AI Customer Service Solutions: Revolutionizing SupportVivantio revolutionizes customer support with AI, streamlining service desks and enhancing user experiences. CEO Greg Rich underscores AI’s critical role in…Automation & AI
Mastering Problem Ticket ITIL: Minimizing DisruptionsDiscover how mastering problem ticket ITIL minimizes IT disruptions and enhances efficiency. This article delves into the essence of problem management in…ITIL
Best Integration Platform: How to Bridge the GapExplore how a business integration platform can seamlessly connect disparate systems, enhancing communication and efficiency within your organization.…Best practices
Omnichannel Customer Service: Seamless Support Across ChannelsIn today’s digital landscape, omnichannel customer service is essential for businesses aiming to provide seamless and personalized support across various…Customer Service Management
Crafting an Effective ITSM Roadmap: A Template for SuccessDelve into the art of crafting an effective ITSM roadmap with our comprehensive guide. This post will walk you through creating a strategic template that…ITSM
ITSM vs CRM: Understanding the Key DifferencesExplore the crucial differences between ITSM and CRM in our latest blog post. Discover how ITSM focuses on the internal management and delivery of IT…Customer ExperienceITSM
No Code Workflow Automation: Empowering Business EfficiencyUnleash the transformative power of no-code workflow automation and propel your business to new heights of efficiency. Learn how intuitive drag-and-drop…Automation & AI
Enterprise Service Management Tools (ESM): Empowering EfficiencyDiscover the transformative potential of Enterprise Service Management (ESM) tools with our in-depth exploration. Learn how automating workflows,…Enterprise Service Management
Vivantio Wins SourceForge Fall 2023 Leader Award: Why It MattersVivantio secures the esteemed SourceForge Fall 2023 Leader Award in SaaS service management. This accolade highlights their dedication to innovation and…Customer Experience
9 Incident Management Benefits: Maximizing Efficiency and ResilienceDiscover the power of Incident Management in our latest blog post, ‘9 Incident Management Benefits: Maximizing Efficiency and Resilience.’ Explore how this…ITSM
Incident Management Best Practices: Streamlined Operations GuideDiscover essential incident management best practices to streamline your IT support operations. Get actionable insights and real-world examples in this…ITSM
Change Management SLA: Unveiling the Impact in ITILDiscover how implementing a Change Management SLA in ITIL can streamline your IT service delivery and overcome common challenges. In this post, we explore…ITSMITIL
ITIL Help Desk Software: Simplifying Support OperationsIn a world where efficient IT Service Management is essential for staying competitive, juggling support operations can be a daunting challenge. Frustrated…ITIL
Helpdesk Ticket Priority Levels: The Ultimate Guide to Optimal SupportDiscover the ultimate guide to helpdesk ticket priority levels in customer support. Learn how to define priorities, enhance response times, and align with…ITSMBest practices
Service Level Agreement Monitoring: Understanding Its Role and ImportanceLearn how the power of SLA monitoring goes beyond charts and numbers, serving as a compass to guide you towards service excellence and business growth.…ITSM
SLA Reporting: Driving Continuous Service ImprovementExplore the power of SLA reporting! Learn how SLAs set clear expectations, measure performance, ensure compliance, and drive continuous improvement. Whether…ITSMITILReporting & Analytics
Why ITIL is Important: Understanding its SignificanceITIL is your organization’s secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its…ITIL
Enterprise Service Management vs. IT Service Management: Unlocking the DistinctionsUnlock the distinctions between Enterprise Service Management (ESM) and IT Service Management (ITSM). Discover how understanding these differences can…Enterprise Service ManagementITSM
The Future of Organizational Processes: Unpacking the ESM FrameworkIn this article, you’ll discover the transformative power of an Enterprise Service Management (ESM) framework in streamlining business operations.Automation & AIEnterprise Service ManagementBest practices
Enterprise Service Management Framework: Streamlining Business OpsIn 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…Automation & AIEnterprise Service ManagementBest practices
Incident Response Automation: Part 3 PlaybooksBuilding on the foundation laid in the first two parts of this series, this segment focuses on the centerpiece of Automated Incident Response (IR) – the…Automation & AIBest practicesSecurity & Compliance
Incident Response Automation: Part 2 (SOAR)In this segment, we’ll tackle the challenges of transitioning to automation, guide you through its seamless integration, and spotlight the unique…Automation & AISecurity & Compliance
Incident Response Automation: Part 1 Workflow & PrioritizationIn the vast and ever-changing realm of cybersecurity, being proactive rather than reactive is crucial. As the magnitude and frequency of cyberattacks…Automation & AISecurity & Compliance
Customer Service Strategy: Drive Loyalty & Elevate Customer ExperienceIn an increasingly digital and customer-centric business landscape, having an effective customer service channel strategy is no longer a luxury—it’s a…Customer ExperienceBest practices
Customer Health Metrics: Nurturing Customer RelationshipsIn today’s highly competitive business landscape, understanding your customers is not just beneficial—it’s critical for success. But how can businesses…Customer Service Management
Customer Service Management Best Practices: Success in B2B LandscapesIn today’s dynamic and fast-paced B2B ecosystem, the integral role of customer service is more pronounced than ever. Beyond being a distinguishing factor,…Customer Service ManagementBest practices
ITIL 4: The Future of IT Service ManagementDiscover 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…Customer Service ManagementITIL
Realizing the Vision: Inspiring Change and Driving Adoption in B2B Customer ServiceThis 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…Customer Service ManagementBest practices
Embracing Flexibility: A Key Driver for Transforming B2B Customer ServiceAs we near the conclusion of our enlightening ten-part series covering The Complete Guide to Customer Service Transformation, it is time to cover an…Customer Service ManagementBest practices
Mastering Self-Service Strategies in B2B EnterprisesWith 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…Customer Service ManagementBest practicesSelf-Service
Harnessing the Power of a Unified Service Management PlatformExplore the incredible value offered by a Unified Service Management Platform and how it can revolutionize the way you serve your customers.Customer Service ManagementEnterprise Service ManagementBest practices
Navigating the Intersection of Service and TechnologyAt the intersection of service and technology, learn how optimized data systems automate updates, offer personalized services, and create exceptional…Customer Service ManagementBest practices
Meeting Customer Expectations and Mapping Customer JourneysLearn how to exceed customer expectations in B2B customer service, optimize journeys, align CX activities, and anticipate needs for transformative results.Customer Service ManagementBest practices
Engage Leaders and Inspire Teams with B2B Customer Experience MetricsDiscover effective strategies to secure support and rally your organization behind the vision of service optimization.Customer Service ManagementBest practices
Maximizing Returns – Quantifying the ROI of Superior Customer ServiceUnlock the true ROI of improved customer service! Discover the tangible returns, from increased sales to reduced churn. Reshape your business narrative now.Customer ExperienceCustomer Service ManagementBest practices
Unlocking the Power of ‘Service Optimization’ in B2B EnterprisesDiscover the transformative power of Service Optimization in driving customer service excellence. Streamline processes, maximize efficiency, and boost…Customer ExperienceCustomer Service ManagementBest practices
B2B Customer Service Transformation: Embracing the Service-Driven EraExplore the transformative power of customer service in B2B business. From centralization to exceeding expectations, discover strategies for success.Customer ExperienceCustomer Service ManagementBest practices
Navigating the Path to B2B Customer Service ExcellenceJoin our blog series for insights on customer service transformation. Explore trends, strategies, and tech in B2B service excellence. Two new posts weekly!Customer ExperienceCustomer Service ManagementBest practices
Support Ticket Lifecycle: How To Take ControlSupport tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support…Customer Service ManagementBest practices
Help Desk Ticket Workflow: How to Improve and OptimizeThis post will review the following topics: Defining help desk ticket workflows, leveraging software for optimal workflows, and where to get started.Customer Service ManagementBest practices
A Guide to Incident Management Ticketing SystemsIncident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that…ITSMITIL
Service Level Agreements in Customer ServiceService level agreements for customer service provide the the confidence in quality service that clients deserve. Learn what they are here.Customer Service Management
ITSM Enterprise Architecture: Guiding Change and ImplementationITSM enterprise architecture combines two essential business leadership concepts. Learn how to maximize both ITSM and enterprise architecture here.Customer Service Management
ITSM Analytics: Tips, Tricks, and SecretsITSM analytics play a vital role in maintaining and improving a service management framework. Learn how to utilize them in this quick guide.Customer Service Management
Customer Self-Service Portals: The Most Important AttributesCustomer 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.Customer Service Management
ITSM Service Catalog: Benefits and Best PracticesThe 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.ITSM
The First Step in Developing a Knowledge Management SystemThe 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.Customer Service Management
Understand and Optimize the B2B Customer Journey MapFollowing 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 Service Management
How to Solve Customer Journey Pain PointsCustomer 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.Customer Service Management
B2B Customer Portal: The Modern Competitive AdvantageA B2B customer portal provides endless value to clients and the business providing it. Find out what they offer, and how to implement one here.Customer Service Management
CX Personalization: The Key to Outstanding Customer RelationsCX personalization can improve a number of KPIs by increasing customer satisfaction, retention, and lifetime value. Find out how to accomplish it here.Customer Service Management
Top 9 B2B Help Desk Best PracticesB2B help desk best practices can rapidly improve the service experience for clients and internal users. Find out the 9 most important ones here.Customer Service Management
Ticket Lifecycle Management: Enhanced B2B Ticketing SystemProper ticket lifecycle management provides shorter ticket response times, higher resolution rates, and higher customer satisfaction. Learn about it here.Customer Service Management
What Are B2B Support Ticket Priority Levels?B2B support ticket priority levels are vital to an efficient IT support system. Learn how best to prioritize tickets in this quick guide.Customer Service Management
Help Desk vs. Service Desk vs. ITSM: The Importance of Knowing the DifferenceHelp desk vs service desk is an important value proposition for a business owner to consider as their business grows.Customer Service Management
Ticket Deflection: How to Reduce Support TicketsTicket deflection helps businesses control the number of support tickets their team must resolve as they grow. Learn some of the top strategies here.Customer Service ManagementEnterprise Service ManagementITSM
ITIL Configuration Management Within the ITIL FrameworkITIL configuration management principles are the best foundation for businesses looking to improve their IT infrastructure.Customer Service ManagementITIL
B2B Helpdesk: Key Functions & New Industry StandardsThe B2B helpdesk is made up of a core team inside a company’s IT apparatus that assists with issues that arise for a specific type of technological incident…Customer Service Management
Customer Service Experience: What it is and How to Improve ItThe customer service experience is the key to unlocking longer business relationships with clients, and more referral business from their friends and family.Customer Service ManagementBest practices
Customer Service Trends to Watch in 2023 and BeyondCustomer service trends are going to change the way that businesses and their customers behave throughout 2023. Learn how to adapt in this quick guide.Customer Service ManagementBest practices
How Customer Service Tools Improve Customer SatisfactionBusinesses that want to improve customer satisfaction can often benefit from customer service tools that make the transition easier.Customer Service Management
Customer Service Ticketing System for Superior Customer SupportCustomer service ticketing systems are vital in ensuring fast, quality responses, and save time and money while boosting customer satisfaction.Customer Service Management
B2B Customer Service: What it Is and Why it MattersB2B customer service differs substantially from B2C. Business leaders can find out how, and what to do about it, here.Customer Service ManagementBest practices
How a Customer Service Management System Can Help a Growing BusinessYour customer service management system sets the groundwork for an experience that will drive business growth.Customer Service Management
Integrate New CX SolutionsIntegrations are critical to a strong customer experience because they help your software connect and become a unified service platform that shows a full…Customer Service Management
Adopt a Complete CSM Platform that Utilizes ITILA customer service management platform is a software platform that provides a variety of tools, information, and workflows relating to customer service and…Customer Service Management
ITIL Best Practices and Processes for CSMITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value…Customer Service Management
How Can Businesses Improve Their Customer ExperienceTo improve the customer experience, business leaders should lean on proven best practices. While there are many proven ways to give customers a better…Customer Service Management
What is the Customer Experience?B2B Customer Service can make or break a company; at the center of that service lies the customer experience (CX).Customer Service Management
ITSM Integration: Alignment of Services & ApplicationsITSM integration is vital to improving department processes and procedures, and business leaders need to know the most effective way to get it done.ITSM
What Are ITSM Tools & Why Do They Matter to Your BusinessITSM tools streamline service delivery across departments, from IT to HR. Learn how core processes like Incident and SLA Management enhance efficiency and…Customer ExperienceCustomer Service ManagementITSM
IT Service Management Framework: Process Flow & BenefitsAn IT service management framework is the foundation of providing quality service to clients. Find out why (& how) you should implement one here.Customer Service ManagementBest practices
ITSM Introduction: An End-to-End Service Delivery ModelCheck out this quick ITSM introduction to find out how your business can benefit from an improved ITSM software.Customer Service Management
Why Do Organizations Need an ITSM Ticketing SystemMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSM
ITSM Fundamentals: The Core Functions of ITSMMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSMBest practices
Streamline Your Ticket Management With Leading Industry Best PracticesLearn why customer experience matters for B2B with these helpful stats. Then, find out how to modernize yours with our quality software tools.Customer Service Management
The Cost of B2B Customer Churn and How to Reduce ItB2B customer churn keeps businesses from making as much money as they can from each lead. Find out how to reduce it here.Customer ExperienceCustomer Service Management
How Providing Value Along the B2B Customer Journey Impacts Customer Loyalty and SuccessImproving the B2B customer journey has many benefits. Learn what they are, and how to obtain them for your company here.Customer Service Management
Implementing B2B Customer Service Best Practices: The Power in PlanningLearn B2B customer service best practices in this guide on elevating the customer journey through quality planning, implementation, and tools.Customer Service Management
Why Delivering A Superior Customer Experience Matters in B2BLearn why customer experience matters for B2B with these helpful stats. Then, find out how to modernize yours with our quality software tools.Customer Service Management
How To Leverage Software to Improve Customer Service EfficiencyThe best way to improve customer efficiency is to adopt a new, quality software platform.Customer Service Management
Why Customer Service Automation is Essential for Businesses TodayTired of old-fashioned, manual customer service processes? Learn why customer service automation may be the solution you’re looking for.Automation & AI
The Customer Service Management Process: Quality and ConsistencyImprove your customer service management process and maximize the quality of your operations.Customer Service Management
Customer Service Management and Measurement: Observing and Measuring Customers in New WaysEver 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.Customer Service Management
Creating a Customer Service Management PlanReady to automate your company’s customer service model? If so, click here to learn how to create a customer service management plan.Customer Service Management
The Best Customer Service Management Software Improves Customer ExperienceChoosing the best CSM software can be challenging. In this article, we offer eight steps to ensure you get it right.Customer Service Management
Best Customer Service Management Examples: Improving the Customer ExperienceThese customer service management examples display how technology is improving the customer experience.Customer Service ManagementBest practices
What Is Customer Service Management and Why Your Business Needs ItCustomer service management helps companies stay on top of customer interactions. Click here to find out more about this concept.Customer Service ManagementBest practices
How Customer Service Management Benefits Boost Your BusinessDiscover the most significant customer service management benefits provided by a cloud-based optimization platform.Best practices
How Customer Service Management Platforms Are Leading the B2B Customer ExperienceSmart industries are learning that lessons from the IT world can provide a ready-made blueprint for improving their customer service capabilities.Best practices
ITSM Solution Expands into Finance & AccountingVivantio’s flexible service management tool is being used beyond IT and has become a favorite of Finance and Accounting teams worldwide.Enterprise Service Management
Top University Improves Access With Switch to Vivantio IT Service Management PlatformDiscover how Vivantio helped this top US-based university save thousands of dollars and improve access and efficiency throughout their system.Asset Management & CMDBSelf-Service
Make Your Self-Service Portal Work Smarter with Guided CategoriesVivantio now offers Guided Categories – a new intuitive and visually pleasing way to help users log tickets in the proper category.Self-Service
Making Sales Easier With Good Customer ServiceBetter customer service has a direct effect on accelerating the sales process. Watch to learn more about the connection between customer service & sales.Customer Service ManagementCustomer Experience
8 Reasons Why You Should Elevate Your Customer Experience EcosystemHere’s 8 reasons why you should elevate your customer experience ecosystem and bring visibility to virtually all your customer journey data.Enterprise Service Management
4 Questions To Ask Your Vendor About Security – PodcastOctober is National Cybersecurity Awareness Month and the Vivantio Vibe podcast has 4 questions you should ask your software vendor about security.Security & Compliance
10 Ways to Align Your Teams for Optimized Service ManagementNot everyone can easily recognize the value of Service Optimization. Here are some tips for enlisting leadership and inspiring your team to drive change.Best practices
How Do I Select an ITSM Solution for my BusinessVivantio’s CEO Greg Rich was recently featured in HelpNetSecurity.com where the question was asked: How do I select an ITSM solution for my business?ITSM
4 Questions To Ask Your Vendor About SecurityHere are some questions you should ask to make sure your software vendor will keep your company and your customer’s data safe.Best practicesSecurity & Compliance
Do You Treat Your Best Customers the Same as Your Worst Customers?Using the wrong service management platform may force you into some costly Customer Service practices. Here are some questions to consider.Customer Service ManagementEnterprise Service ManagementITSM
Customer Service Today Interview with Greg RichIn this excerpt from his interview with TEC, Greg Rich talks about about customer service, technology and the “next normal” in CX (Customer Experience).Customer Experience
B2B Customers’ Best CSR? Themselves!To drive better engagement and truly transform customer experience, it’s critical to make data-driven information available to customers via self-service.Customer ExperienceEnterprise Service ManagementBest practicesSelf-Service
What if you could connect 100% of your CSM, ESM, or ITSM data sources to your service teams?The idea of a single view into the enterprise is now available not just for Customer Service but for all managers looking for better decision-making.Customer Service ManagementEnterprise Service ManagementITSM
The 5 Fallacies of B2B Customer ServiceHere are the 5 Customer Service fallacies ready to sink the unwary in 2021.Self-Service
The Deeper Your Service People See, The Better They’re Able To “Wow” CustomersBy using a tech platform that has deep visibility into all connected systems, your service team can provide astounding customer service.Customer ExperienceCustomer Service ManagementEnterprise Service Management
Augmenting Customer Service and Success Creates a Customer Experience that Drives GrowthCompanies must create a strategy centered around Customer Service and Customer Success in order to create a Customer Experience that generates growth.Customer Service Management
When your Customer Service is Right, Sales Success Works at a Whole New LevelCompanies must create a strategy centered around Customer Service and Customer Success in order to create a Customer Experience that generates growth.Customer Service Management
Cheaper isn’t always better when you’re looking at a Service Management platformDon’t compare Customer Service platforms simply on monthly charge per seat. Several factors can influence what you’ll ultimately pay for your solution.Customer Service Management
Are you ignoring your best chance for boosting monthly revenue? (Hint: It’s not a sales problem.)If you are looking exclusively at your Sales team to drive KPIs like monthly recurring revenue (MMR) you might be missing a major opportunityCustomer ExperienceCustomer Service Management
The Benefits of ITSM Optimization Strategies are moving beyond ITSmart industries are learning that lessons from the IT world can provide a ready-made blueprint for improving their customer service capabilities.Customer Service ManagementBest practices
Vivantio Releases New Service Optimization Guide for B2B EnterprisesVivantio releases guide identifying the distinct benefits of centralizing customer service and a detailed process for implementing it at B2B organizations.Best practices
4 Reasons to Have a Flexible Approach to Service ManagementDiscover 4 reasons why operating with a flexible service management structure can improve team efficiency.ITILBest practices
4 Things to Adjust in Your Service Strategy During an Unexpected CrisisDuring a crisis, leadership needs to assess and adjust their company’s service strategy. Here are 4 steps to take to best help your customers and employeesBest practices
Ask These Questions to Find IT Vendors with Strong Security PracticesKeep your service management software system, your company and your customers’ data protected by asking your IT vendor these questions.Best practicesSecurity & Compliance
Separate Fact from Myth to Master Self ServiceWhen planning a service management strategy, many companies build in components of self service because it is a cost-effective, efficient way for your end…Best practicesSelf-Service
Work-from-Home is Impacting Self Service in an Unexpected WayWe expected our customers to utilize Self Service more with limited resources during the Coronavirus. Our analytics have shown some unexpected results.Self-Service
Why Operational Level Agreements Matter & How to Use Them in VivantioExcellent customer service means meeting your SLAs. Learn more about this key metric and how to use OLAs in the Vivantio ITSM tool.Automation & AIITSMBest practices
Tips on How to Successfully Implement Your New ITSM Software SolutionBuying a new service management software tool can be time-consuming and expensive, which is why it’s critical to have a successful implementation.Automation & AIITSMBest practices
4 Tips to Convince Leadership you Need New Service Management SoftwareConvincing leadership to invest in a new service management tool can be tough. Read these 4 tips on preparing a sound argument to leadership.ITSMBest practices
One IT Service Management Software Tool for Multiple DepartmentsService teams outside of the IT department are using Vivantio. Why? Because they want to streamline processes, reduce costs and provide great service.ITSMITILBest practicesReporting & Analytics
The Differences Between Help Desk and Service Desk and Why it MattersThe debate on the definition of a service desk vs help desk has been ongoing. Here’s how they’re different and why it matters.ITSMITILBest practices
5 Ways to Get the Most Out of Your Free Software TrialSo you’ve narrowed down your ITSM solution finalists and are ready to start a trial? Here are 5 ways to get the most from your free trial.Best practices
A Service Management Software Solution for Accounting and FinanceVivantio’s service desk tool can meet the demands of any department in any industry. Learn how accounting and finance departments are saving time and money…Enterprise Service Management
5 Steps to Advance Your Career in IT Service ManagementNo matter your role in the service management industry, here are five simple steps you can take to advance your career.ITSMITILBest practices
4 Types of Integration Methods with Your Service Management SoftwareWhen evaluating ITSM software tools, it’s critical to understand what integrations are available so your service team can get the data it needs. Here are…Customer Service ManagementITSMBest practices
Why Should You Care About ITSM?ITSM addresses the efficiency of your service desk and company. Using a service management tool helps leaders manage various aspects of service and benefit…ITSMITILBest practices
IT Service Catalog: The Intersection Between Business & Technical ServicesRegardless of the service department, employees should be confident the right agent is handling their issue. A service catalog is used to educate an…ITILBest practices
Bridging the Gap Between ITIL and Project Management Best PracticesHow can you meld project management techniques with an ITIL framework? Here’s a guide to how the two principles can fit together.Customer Service ManagementITILBest practices
3 Benefits of Managing Your Support Teams on a Multi-Tenant Service Management PlatformIs it better to operate multiple service teams across an organization on one platform? Here are three reasons to consider a multi-tenant service platform.Enterprise Service Management
How to Implement a Self-Service Portal for Your Support TeamLooking to implement a self-service portal for your team? Get started with this guide.Best practicesSelf-Service
Ask These Questions Before You Invest in a SaaS ITSM SolutionLooking for a SaaS ITSM solution? Make sure you have the necessary information before moving forward.ITSMBest practices
5 Ways Service Automation Can Transform Service Desk OperationsAutomation can be a powerful tool to improve service performance and efficiency. See how you can incorporate it successfully with these five steps.Automation & AI
6 Top ITSM Thought Leaders of 2018 and What They Can Teach UsWhether it’s improving processes used to manage tickets or arming the team with more effective service level management tools, experts agree there are major…ITSMBest practices
How to Create An Effective Self-Service StrategyJoin us for this webinar where you’ll hear about how self-service has been successfully used by real organizations to improve customer satisfaction as well…Best practicesSelf-Service
How to Benchmark Uptime for ITSM SolutionsHow are you supposed to measure uptime when considering an ITSM software solution? Check out this quick guide to learn more.ITSMBest practices
Why the Look and Feel of Your Self-Service Portal MattersA company’s website aesthetic and provided user experience is key to winning new business. Here’s why a self-service portal on your website improves service…Best practicesSelf-Service
How to Set Up Effective Support Ticket CategorizationAfter decades of experience in the service management industry, and having worked with enterprise giants like Toshiba and Porsche, we’ve seen countless…Best practices
Weighted Time Left: How This Concept Can Improve Support Ticket Times by 10%Learn how to apply a weighted approach to prioritizing your ticket system, the success of different weightings and their respective benefits and results.ITILBest practices
How to Drive Business Growth with ITSM ReportingBusinesses today need to capitalize on the valuable business intelligence held within their business systems to ensure their long-term survival. Failure to…Best practicesReporting & Analytics
The Next Iteration of ITIL and Service ManagementThe historical role of ITSM within organizations is changing. Learn how ITIL is changing with it.ITILBest practices
The Problems with ITIL’s Approach to Support Ticket PrioritizationLearn about ITIL best practice when it comes to the prioritization of tickets, the associated pros and cons and the reality of implementing these in a…ITILBest practices

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