How to Measure Service Desk Value
Aale Roos 10th May 2018
In this article, Aale Roos shares practical examples of how to best measure IT service desk value – and it doesn’t involve activity metrics such as availability and/or MTTR.
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10 Automation and AI Tips for Working Smarter on the IT Service Desk
Stephen Mann 1st May 2018
Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.
5 Tips for IT Service Desk Agent Recruitment from The Avengers
Jayakrisna Alagarsamy 30th April 2018
Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.
You Need to Manage What You Cannot Measure in the IT Service Desk
Aale Roos 19th April 2018
Are you measuring activity-based metrics? Or value-based? And what about customer satisfaction? Do you even know? Here, Industry authority Aale Roos discusses why it’s time to reevaluate your IT service desk metrics, and why.
What Does Customer Experience (CX) Mean for IT Service Desks?
Stephen Mann 19th March 2018
The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.
Getting Your Service Desk Metrics and Measurement Right
Stuart Rance 27th February 2018
When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.
Is Your IT Support Chatbot’s Weakest Link Your People?
Stephen Mann 22nd February 2018
Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?
Voice as an IT Service Desk Interface: “Alexa, Do I Need to Wear My Trousers Today?”
Martin McKenna 13th February 2018
What’s the point of virtual assistants like Alex for the IT service desk? And how can we make use of the technology to improve service desk efficiency? Let’s take a look.
The 4 Foundational Pillars for Better IT Service Desk Performance
Nancy Van Elsacker Louisnord 11th January 2018
What’s the key to improved IT service desk performance? And what can we learn from an exemplar B2C success story to drive service and support success? Take a look.
How Internal IT Support Lags Behind External Customer Support
Stephen Mann 15th November 2017
Internal IT support will probably always lag behind external customer support, but there’s still things we need to better understand, says Stephen Mann.
10 Tips for IT-Support Chat Success
Stephen Mann 17th October 2017
In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, here we aim to dive into them in a little more detail.
Analyst 2.0: What Does the Future of IT Support Look Like?
Stephen Mann 19th September 2017
This article offers a quick, and easy, insight into the Analyst 2.0 report published by SDI and what skills are needed by future service desk analysts.