cyber
ITSM

As state and local governments look to modernize aging IT infrastructure and offer more self-service to residents in this digital age, it’s becoming clear that successful digital transformations rely on a solid IT Service Management (ITSM) foundation – a foundation that will form the backbone for a broader use of service management best practices. The combination of a clear ITIL framework and a flexible, no code, easy-to-use ITSM platform is essential for any organization striving to meet the needs of its end-users with both limited budgets and resources.

As government agencies shift away from their remote-only work environment brought upon by the pandemic, state and local leaders discover the benefits of more flexible work schedules or locations led by service delivery.

While state and local government agencies were working to deploy digital services and improve the delivery of constituent services before the pandemic, the urgency accelerated by ten-fold over the past two years as citizens in every state and jurisdiction needed government services delivered quickly and remotely. They needed and expected a holistic, digital experience with the same easy access, responsiveness, and transparency that they have in other aspects of their lives.

During the pandemic, state and local government agencies accelerated the shift to digital services to keep vital programs and services running. However, according to Adam Thornton, the general manager for NIC Pennsylvania, there is now a new wave of the digital transformation movement.

In the past two years, state and local government (SLG) leaders have improved their means to produce meaningful data analytics, but they still find themselves struggling to accomplish this as the amount of data collected increases at an exponential rate, according to a new report from MeriTalk.

State and local government agencies in the U.S. have prioritized IT modernization. For Texas, prioritizing modernization efforts not only enables the workforce to keep up with changing user needs but also responds to the growing need for increased speed to mission delivery, state officials said.

The General Services Administration’s (GSA) Technology Transformation Services (TTS) has selected 14 projects to receive funding from the American Rescue Plan Act of 2021 to develop government-wide citizen-facing services to help recover and rebuild from the COVID-19 pandemic.

If you have experience in IT, you know that minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Without the right IT service desk technology, manual processing can bog down your resources and cause unnecessary waits for those needing help. As a result, end-user satisfaction will start to fall as people suffer through long hold queues and waste valuable work hours trying to resolve issues instead of focusing on their own projects. In this article, we will discuss three challenges faced by the IT service desk and how you can overcome them.

1 4 5 6 7 8 10