ITIL

Trying to expand your ITIL knowledge or skills? Here are some resources that speak directly to that approach to service management.

One IT Service Management Software Tool for Multiple Departments

2020-02-07T15:53:48+00:00

During conversations with our customers, we discovered that various service teams outside of the IT department are using our ITSM software, thanks to its scalability and flexibility. Why? Because they are focused on common goals: using one tool to streamline business processes, reduce operational costs and maintain customer service excellence.

One IT Service Management Software Tool for Multiple Departments2020-02-07T15:53:48+00:00

The Differences Between Help Desk and Service Desk and Why it Matters

2020-03-03T15:56:56+00:00

The debate on the definition of a service desk versus a help desk has been ongoing. Help desks are point solutions and typically reactive. A service desk, however, is more business-centric and built on core ITIL principles and service lifecycle stages. Here's what's different between the two and why it matters.

The Differences Between Help Desk and Service Desk and Why it Matters2020-03-03T15:56:56+00:00

SCP Health Improves Business Flow with Vivantio’s ITIL-based ITSM Platform

2020-02-03T19:56:32+00:00

One of the largest and fastest-growing healthcare organizations in the U.S. reveals how Vivantio's ITSM software helps the organization follow ITIL standards and streamline their business processes.

SCP Health Improves Business Flow with Vivantio’s ITIL-based ITSM Platform2020-02-03T19:56:32+00:00

The Problems with ITIL’s Approach to Support Ticket Prioritization

2019-10-16T18:36:52+00:00

This post focuses on the ITIL best practice approach when it comes to the prioritization of tickets; the associated pros and cons of this; and the reality of implementing these in a real-world business environment that puts target resolution time firmly in the spotlight.

The Problems with ITIL’s Approach to Support Ticket Prioritization2019-10-16T18:36:52+00:00