Service Desk Articles

Service Desk User Journey

How to Map the Service Desk User Journey for Better User Experiences

Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.
Visual Asset Dependency Mapping

6 Benefits of Visual Asset Dependency Mapping

Want to know more about visual asset dependency mapping? If so, then this article is for you. Please read on to find out more about why it’s essential for your datacenter along with the required steps – starting with the auto-discovery of assets – including six key benefits it delivers.
Better Customer Service

IT Service Desk Improvement: 3 Tips for Better Customer Service

This article offers up three tips for better customer service – with these applicable to IT professionals who are either offering service and support to their business colleagues or the same to customers in other companies, i.e. via external customer support or managed service provision.
The future of ITSM 2019

The Future of ITSM – Survey Results 2019

This article shares the findings of our 2019 Future of ITSM survey, which covered 13 questions on topics such as ITSM best practice and new technologies. Key findings include that 84% of respondents think that working in IT will get harder over the next three years! Click-through for the full report, no sign up required.
AI Service Desk

What Service Desk Managers Should Know About AI

Because AI is rapidly changing many of the ITSM operations and tasks we deal with regularly, the time is ripe for disruption of the IT service desk industry. To help explain “the art of the AI possible,” this article looks at the key areas that service desk managers need to understand about AI.
5 Ways to Improve Your IT Service Desk

5 Ways to Improve Your IT Service Desk

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.
Software Maintenance

ITIL 4’s ITAM Practice and Software Support

With ITAM now considered part of ITIL 4 best practice, this article helps with a process that might not be considered as a core SAM capability, but should be in place if your organization wants to make best use of the valuable asset data at its disposal – the Software Support and Maintenance Review process.
ITIL 4

Knock, Knock – Who’s There? ITIL 4 … ITIL for Who?

While many will notice the 34 ITIL 4 practices vs ITIL v3’s 26 processes, there are other potentially more important points to note with the updated ITIL best practice. For instance, the greater focus on people, and the inclusion of governance in the new ITIL 4 Service Value System (SVS). Here, Paul Wilkinson takes a look.
ITSM Data Issues

Will Your ITSM Data Issues Deliver Bad Experiences and Bad Bots?

In this article, we consider whether your average ITSM team is able to really take advantage of the opportunities that digital transformation, customer experience, and AI technologies offer. Specifically, to help you to better understand if your ITSM team is suitably positioned to deliver against the business requirements that are necessitating this increased exploitation of technology and data.
Improve Your IT Service Desk FCR

5 Steps to Improve Your IT Service Desk FCR

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.
Customer satisfaction

4 Ways to Increase Your IT Service Desk’s Customer Satisfaction Scores

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.
ITSM Trends for 2019

The 5 Hottest ITSM Trends and Topics for 2019

Find out what ITSM professionals would like information on, and help with, in 2019 based on our recent reader poll; and get an idea of where the ITSM industry is looking, and potentially heading, in the year ahead. The results are relatively different to those of 2018!
DevOps and ITIL

DevOps and ITIL: Why DevOps Won’t Replace ITIL in ITSM

DevOps is not a replacement for ITIL, in fact DevOps can complement and enhance the ITIL framework by making the processes simpler and more automated. This article looks at why DevOps won’t replace ITIL, and how it could, and should, improve – and add more agility to – some ITIL processes.
ITSM and Customer Journeys

Improve Customers Experience with Customer Journeys

Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.
Maximizing the Value of IT Support

Maximizing the Value of New (and Existing) IT Support Capabilities

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?