Service Desk Archives

The State of IT Self-Service in 2021

Posted by Stephen Mann
on October 6, 2021

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.

Using Experience Feedback to Up IT Service Desk Analyst Motivation

Posted by Sami Kallio
on September 30, 2021

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.

Service Desk Improvement – 5 Steps to Drive Collaboration

Posted by Patrick Bolger
on July 6, 2021

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.

How Are Your IT Self-service Portal Benefits Doing?

Posted by Stephen Mann
on June 24, 2021

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.

Is It Time to Rethink Your Approach to the CMDB?

Posted by Stephen Mann
on May 18, 2021

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).

How to Better Manage an IT Service Desk in a WFA Era

Posted by Stephen Mann
on May 4, 2021

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?

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

Posted by Stephen Mann
on April 6, 2021

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.

Challenges of the Enterprise Service Desk: It’s Not Just a Desk

Posted by Roy Atkinson
on March 4, 2021

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.

What ITSM Practitioners Need to Know About Cybersecurity Threats in 2021

Posted by Jordan MacAvoy
on March 2, 2021

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.

Process, Practice, Function? – The ITIL 4 Service Desk Guide

Posted by Jamie Bell
on February 25, 2021

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.

Flow Metrics Explained

Posted by David Stewart
on February 23, 2021

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.

What Do You Love Most About Working in IT?

Posted by Sophie Danby
on February 14, 2021

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).

The 5 Hottest ITSM Trends and Topics for 2021

Posted by Sophie Danby
on January 28, 2021

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.

Building an Effective Service Request Process in a SIAM model

Posted by Steve Morgan
on January 26, 2021

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.

IT Service Desk vs. IT Helpdesk: What Kind of Desk Does Your Organization Need?

Posted by Roy Atkinson
on January 21, 2021

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.

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