Service Desk Articles

The COVID-19 pandemic has taken a toll on our community. It was rough, and now that the world is returning to normal, here are some things to look forward to at in-person ITSM events such as SITS 2022.
This article presents some of the key survey findings of our State of IT Self-Service in 2021 report, including how only one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved.
Have you ever stopped to think about the effects – both positive and negative – of working on an IT service desk? This article digs into service-desk-analyst work motivation and how it impacts their performance.
This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective collaboration.
Where is your organization currently with IT self-service? Have you succeeded with benefit delivery? Or do you still need to start, improve, or restart your IT self-service capabilities? Help us know more about the current state of self-service in ITSM by taking our short survey.
The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).
The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?
What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.
Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.
The cyber threats landscape is expected to change in 2021. As hackers discover new ways of compromising your business, ITSM personnel must be ready for any attack. Here’s what you need to know.
This article by Jamie Bell focuses on one of the ITIL 4 Service Management Practices – the Service Desk practice. As well as the associated practice guide and what it entails. Get all the details here.
This article explains what flow metrics are and how they’ll help the operations and outcomes of your service teams and the people within them. Read David Stewart’s insights here.
In honor of Valentine’s Day, I asked a number of people working in IT and ITSM roles what they love most about working in IT. The answers were varied and make for interesting reading. Take a look and see if it perhaps reinforces the reason(s) why you also love working in IT (or perhaps don’t).
This article reports back on the results of our latest content poll, which asked respondents to choose the five ITSM topics they most need help with in 2021. We also look at how things have changed versus 2020. Get the results here.
Here IT industry authority Steve Morgan provides his advice on how to build an effective SIAM service request process and how to overcome common challenges.