Service Dynamics Blog

You are probably well aware of the benefits of IT Service Management (ITSM) and Enterprise Service
Management (ESM). They allow processes to be structured more efficiently and requests to be handled quickly and easily, increasing service quality for IT and non-IT processes. Of course, this doesn't mean that you can install an ITSM or ESM solution and just forget about it.

Due to the ongoing changes in both the IT landscape and your organisation, it’s advisable to give your Service Management solution a once-over every now and again. Does it meet the changing needs of the environment? Is there sufficient capacity for growth, or is it already pushed to its limits? And is it in line with today's reality and business objectives?

Covid-19 has put a massive strain on the healthcare industry worldwide and adding to this is a major increase in security breaches across the sector. There has been a 300% rise in healthcare cyber-attacks since the beginning of 2020. Malware and cyber-attacks on medical devices put both hospitals and patients at risk. A more robust approach to IT Service Management is required, ensuring the visibility and security of all Internet of Medical Things (IoMT). 

At Service Dynamics we deliver effective and efficient IT and Enterprise Service Management solutions and are experts in these leading technologies. The recently published Gartner Magic Quadrant for ITSM tools report, named Ivanti a Leader in ITSM – a solution suite we offer to our customers.

Gartner Magic Quadrant for ITSM tools

The Gartner Magic Quadrant for ITSM tools evaluates the global marketing for IT Service Management solutions. The annual report provides an overview of the ITSM industry, evaluates vendor strengths and cautions, and other factors to help you make the right decision in choosing an ITSM tool for your organisation.

According to Gartner, "by 2022, 90% of organizations will invest in an ITSM tool without first factoring in their maturity, and as a result, fail to obtain the ROI." As a solution partner – we act as an extension of your team, providing the service layer you need to successfully implement your ITSM solution. We know that by investing in the right tool and team for your business, you’ll obtain the most value from your investment.

Ivanti Neurons for ITSM

The Ivanti Neurons for ITSM solution was named a leader in this report as it’s the only vendor to provide a native, integrated, agent-based, self-healing tool that automates remediation. A key strength identified in the report outlines Ivanti’s superior AI and automation functions (AITSM) that proactively support its users by taking troubleshooting off your agenda with automatic detection, diagnosing and healing of endpoint issues.

Cherwell offers a free Microsoft Teams Integration mApp that enables strong collaboration between Cherwell Service Management (CSM) and Microsoft Teams.

You can use the Microsoft Teams integration to:

• Create a new private team channel.

• Invite other CSM users/customers to the channel.

• Send messages to the team channel from the Incident object.

• Refresh the message list to view the most recent messages.

• Chat history will be recorded in a Journal and Ticket resolution.

Click here to see a 3-min demonstration of the Cherwell - Microsoft Teams Integration mApp in action.

The Cherwell - Microsoft Teams mApp is available for download from https://www.cherwell.com/marketplace/microsoft-teams-integration-mapp/

Service Dynamics’ professional services and training enables customers to get up to speed and realise value quickly and empower better service delivery and business value through sharing best practices and insights.