Service Desk Articles

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?
Selecting the Right IT Service Provider

IT Service Provider Selection – Choosing the Right One

Third-party IT service providers are plentiful – the obstacle is in choosing the right one and the right kind of services. To help, this article shares nine important criteria to consider to help steer your organization in the right direction.
ITSM Topics for 2019

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.
Incident and Problem Management

What’s the Problem with Incident and Problem Management?

Here Aale Roos questions whether the combination of incident and problem management is an obsolete model, how risk management can help, and where Cynefin fits into the equation.
Service Engineer

Does the Service Engineer Ever Get the Right Credit?

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?
Problem Management Process

5 Steps to a Better Problem Management Process

If you’re looking to improve your problem management process, while juggling it with incident management, then striking a balance between them is key. And luckily, it’s not too difficult to achieve! Here Hannah Price shares her top 5 tips for both reactive and proactive problem management success.
Creating a “Brutally Efficient” CAB

Change Management Article: Creating an Efficient CAB

A successful Change Advisory Board (CAB) is a disciplined one! Looking at attendance, process, and other governance aspects, Jan Vromant suggests a set of rules to follow for success that will enable you to transform your CAB into a BECAB – or “brutally efficient” CAB.
4 steps service catalog

4 Steps Towards a Great Service Catalog

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.
Handling Customer Complaints

5 Simple “Don’ts” for Handling Customer Complaints

Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.
Service Desk Tool Costs

How to Better Understand the Total Cost of IT Service Desk Tools

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.
How Important is ITIL, and Other Certifications

How Important is ITIL, and Other Certifications, to IT Service Desk Staff?

How relevant is ITIL right now, especially for IT service desks and service desk agents? If you want some hot-off-the-press insight, new research data from HDI – in its 2018 Technical Support Practices & Salary Report – offers two perspectives on the value of ITIL certification to North American service desk agents.
Huddle

What Could a Regular Huddle do for Your IT Service Desk?

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 holding a huddle and what they could do for your IT service desk operations.