Service Desk Articles

ITSM Topics in 2020

Which ITSM Topics Will Interest You Most in 2020?

At the start of this year, we asked our readers to vote on the ITSM-related content topics that they’d like to see helpful content published on in 2019 – this was used to guide our content throughout the year. Now, as we enter 2020, we’re doing the same thing again. Please take 30 seconds to vote.
ITIL v3 to ITIL 4 Journey

ITIL v3 to ITIL 4 – IT Service Management Value Co-Creation

Following the launch of ITIL 4 Foundation, the first stage of the ITIL update, AXELOS has now released the ITIL 4 Managing Professional Transition module. This article looks at its key concepts, who they’re applicable to, and provides advice on how to transition from ITIL v3 to ITIL 4.
ITSM Trends for 2020

The Top ITSM Trends for 2020

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
Why Continual Improvement in ITSM is More Important Than You Think

Why Continual Improvement in ITSM is Important

Take a moment to think about continual improvement – you could think about the ongoing need, the concepts behind it, or you could just start with the words themselves – continual, improvement, and service for good measure.  Here Joe the IT Guy takes a closer look using a rather yummy cake analogy.
Service Catalog

3 Ways to Benefit from a Service Catalog

Done well, a service catalog will act as a single, consistent source of information to employees for all of the IT and business services available to them. But how should your organization leverage a service catalog? This article shares advice on how to best exploit a service catalog as a multifaceted ITSM capability.
IT Service Desk Knowledge Management

How to Improve Your IT Service Desk Knowledge Management

Want to know what IT service desks that succeed with knowledge management do differently? Here we share eight tips based on what successful IT service desks have done to achieve their knowledge management success to help you on your own knowledge management journey.
Running Your IT Department

Critical Ingredients for Running Your IT Department

Here Steve Morgan shares nine critical ingredients for running your IT department in 2020 and beyond – and fear not, because the advice contained herein is just as relevant in 2020, as it was in 2010, and as it will be in 2030; with people being the number one important factor!
Here’s How to Make Your ITSM and IT Support Metrics Work Better

Here’s How to Make Your ITSM and IT Support Metrics Work Better

Have your metrics got too much of an internal focus? Perhaps your SLAs are seen as the adjudicator of performance success? Or maybe you do nothing with performance metrics? Read this article for some simple suggestions to make your ITSM and IT support metrics work better for you and your customers.
ITIL 4 Dummies

ITIL 4 Dummies – IT Service Management Help

Here Paul Wilkinson shares his “ITIL 4 Dummies” – it’s not meant to be derogatory, but instead is an attempt to get us to think, and draw some sensible conclusions, about the way we adopt ITIL. It’s time to stop being a “dummy” and stop giving too little thought or judgment as to what value you’re hoping ITIL will deliver.
User Experience on the IT Service Desk

How to Improve User Experience on the IT Service Desk

Internally focused performance-based metrics are essential and remain relevant, but they don’t provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. Here we explain how, and the best way to go about it.
IT Service Desk Challenges

5 Key IT Service Desk Challenges and How to Overcome Them

It sort of goes without saying that your IT service desk is currently facing a number of challenges that affect its ability to serve and support employees and customers. To help, this article looks at five key service desk challenges in more detail as well as how to overcome them. 
Translation Services for IT Service Desks

How Translation Services Help Support Teams

Accurate translation is often crucial to providing quality customer service and support. With that in mind, and to better describe the need for, and opportunity of, translation services, here’s a list of three ways in which your customer support operations will benefit from them.
How to Provide Great Service on the IT Service Desk

How to Provide Great Service on the IT Service Desk

IT support teams have made great strides in improving their approach to customer service, but there’s still so much more that can be done. To help, this article offers up 10 tips for providing a great service on your organization’s IT service desk.
2019 Gartner ITSM Magic Quadrant

Want the 2019 Gartner ITSM Magic Quadrant for Free?

This article provides a list of free-to-access analyst reports (from the likes of Gartner, Forrester, and EMA) for 2019 that coincides with the publication of the most-coveted ITSM tool report going – the 2019 Gartner ITSM Magic Quadrant.
Availability Management

Availability Management – IT Service Management Guidance

Ah, availability management. It sounds very comforting because we all want availability – especially when something is needed. But how easy is the availability management practice in ITSM and the new ITIL 4 best practice? This article explores.