Blog: The IT Angles

Tips, strategies, and new ideas to improve and optimize IT processes.

ITSM and ESM Improve Business Processes

IT service management (ITSM) and enterprise service management (ESM) are essentially the ways organizations manage their services for internal customers. Through a framework, the most popular of which is...

3 Enterprise Service Management Trends

Enterprise Service Management (ESM) is trending up. More companies are adopting service management tools and practices, as it helps them clarify internal services, break down internal silos, and improve...

Building an Effective Knowledge Management Tool

When done right, Knowledge Management improves the overall effectiveness of a company’s IT assistance. Help Desk and Service Desk employees can easily recycle IT solutions that have worked in the past, improving their...

3 Best Practices for ITIL SLAs

Service level agreements (SLA) sit at the heart of ITIL practices. For the uninitiated, SLAs define expectations for both the service provider and the “customer” when engaging in a...

Detangling the Help Desk and Service Desk

Spend an afternoon in nearly any office setting and invariably you’ll hear one employee tell another to call the help desk to assist with a network issue. Walk to...

Protecting Your Assets

IT teams are responsible for managing all the hardware and software within the organization. That doesn’t necessarily mean that hardware and software come out of the IT team’s budget....