Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.
How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.
Here you’ll find our latest survey results related to ITSM pros and their business knowledge and focus – with the responses showing both positive and negative aspects of modern-day IT service delivery and support. Read on for analysis covering the likes of customer centricity and the business impact of IT issues.