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.
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.
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.
In this article, Roy Atkinson explains the differences between an IT helpdesk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.
Are you looking to introduce experience management in your organization? No idea where to start? To help, this article by Sami Kallio outlines many of the common XLA mistakes that your organization will face when adopting an experience management approach.
Like most IT service desk leaders you probably want or need to improve your IT support capabilities and outcomes. But where should you focus your attention and resources? This article by David Stewart will help you to understand this.