Providing employees with self-service access to IT services is commonly seen as a key initiative for overstretched IT service desks – with the aim of reducing costs, speeding up resolutions and provisioning, and delivering a better employee experience. But few are getting it right! This article of tips aims to help.
This article looks at 10 common challenges faced by IT service desks (equally applicable in enterprise service management scenarios) and how you can use them to identify and progress a number of opportunities to improve.
Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.
This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.
Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.
Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?
Are you planning on becoming an IT service desk manager? If so, then this article is just for you. Please read on as Emma Lander covers off much of what’s needed to get you into this role – from the route taken to qualifications that will help.
This article looks at what happens when a major incident occurs and how the involved service engineer’s work is regarded. Are you giving them the incentives and credit that they deserve?
This article offers up a quick guide to service catalog success – from getting started, to measuring quality, from checking whether you’re providing services that meet your customers’ needs, to improving your service catalog by matching it to your customer journeys. Get the lowdown here.
Have you ever stopped to consider the total cost of ownership (TCO) for your current, or next, IT service desk tool? Not just the costs of buying the software but the all-in costs of what it takes to make the tool “fit for purpose” and to maintain this over time? Here we outline all the costs that you need to consider.
All sorts of businesses are starting to hold daily team huddles and finding that they’re transforming the way they work. Team huddles not already a part of your workplace culture? This article contains everything you need to know about them and what they could do for your IT service desk operations.
Corporate IT service desks have long understood the opportunity, and benefits, of knowledge management, but far too many continue to struggle to make the most of what their service desk agents, and the wider IT organization, already know. The question is: why is this?