How to Reduce the Number of High-Priority Incident Tickets

ITIL defines priority as impact X urgency, which means that the priority of an incident is determined by the effect it has on business and the time available for repair (or...
HappySignals Benchmark Data

What should an IT department measure?

When I think about what data I’d like to see IT operations departments measure and report, there are two key things that I think of:How happy are the users of the...
Redefining Service Delivery (from Meek to Magic)

Redefining Service Delivery (from Meek to Magic)

I love speaking at the SDI conferences, not because I love speaking (I do quite like it) but because of stories afterwards. I usually get at least 10 people telling me...

Is Your IT Organization Actually Ready for Self-Service?

You can’t escape the growing interest, and adoption levels, of self-service for corporate IT. And there are definitely self-service benefits to be reaped via a number of different self-service capabilities. But is...
IT Support and Power Users

IT Support and the Rise of Power Users

I recently saw a report that stated 40% of employees no longer call the corporate IT service desk as the first point of contact for IT issues. Instead they turn to...
Service Desk Tips

7 Fun Service Desk Tips from the Greatest Wizard of all Time

No, not Harry Potter. For me the greatest wizard of all time is Professor Dumbledore, with his ability to offer sage advice when needed. Let’s just not mention that he dies...
6 Back-to-Basics Steps to a More Efficient Service Desk

6 Back-to-Basics Steps to a More Efficient Service Desk

As we rapidly career towards the end of 2016, you may find yourself indulging in daydreams about relaxing on the couch while consuming generous helpings of your mother’s famous Christmas pudding....
Exploit the Power of Knowledge Sharing for Better IT Support

Exploit the Power of Knowledge Sharing for Better IT Support

If you think that knowledge management isn’t that important across your IT service management (ITSM) capabilities, and that information should only be shared within teams, then you should think again. Instead,...
Improving Service Desk Performance Through Gamification

Improving Service Desk Performance Through Gamification

Great, fast, amazing, and excellent are all adjectives we love to hear about our IT service desk people and the service they provide. However, the challenge in recognizing truly “great” individuals...
Customer Service Excellence

Customer Service Excellence – Now More Than Ever

Service desks have been measuring customer satisfaction for about as long as there have been service desks. If their reports are to be believed, satisfaction with individual transactions has been consistently...

FEATURED ARTICLES

How Artificial Intelligence Improves Customer Service

We all know the frustrations of fighting our way through the options menu when we call “customer support,” and the tedium of navigating corporate...