Service Desk Articles

ITIL Knowledge Management Benefits

ITIL Knowledge Management for the IT Service Desk

Knowledge management as a corporate capability is nothing new, but still too few organizations are realizing its value (or doing it badly). Here we look at 18 benefits of knowledge exploitation from the perspective of business outcomes, operations, people, and customers.
Measuring the value of service desk

How to Measure Service Desk Value

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.
Tips for AI and automation

10 Automation and AI Tips for Working Smarter on the IT Service Desk

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.
The Avengers as service desk agents

5 Tips for IT Service Desk Agent Recruitment from The Avengers

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.
Visualising CMDB Data

Better Configuration Management: CMDB Data Visualization for Free

What’s the best way to represent your configuration item relationships that are created and managed within your CMDB? Here, Mark O’Brien shares his experiences at Leeds Building Society and tips to help you better visualize your CMDB.
IT Service Desk metrics

You Need to Manage What You Cannot Measure in the IT Service Desk

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.
Light Version of ITIL’s Change Advisory Board

How to Adopt a Light Version of ITIL’s Change Advisory Board

A Change Advisory Board doesn’t need to be complicated. This article offers up a set of simple actions that will help to provide a light version of a CAB in any organization.
People an ITSM Hot Topics

ITSM Hot Topics: And in Last Place… People

Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.
Customer Experience (CX) and IT Service Desks

What Does Customer Experience (CX) Mean for IT Service Desks?

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.
ITIL Change Management

Garry Protter and the Order of ITIL Change Management

See how ITIL change management works in real life – practical advice, with a pinch of drama. Read more about Garry Protter here.
Service Desk Metrics and Measurement

Getting Your Service Desk Metrics and Measurement Right

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.
Chatbots in IT support

Is Your IT Support Chatbot’s Weakest Link Your People?

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?
Steve Jobs and How to Use ITIL

What Steve Jobs Can Still Teach Us About How to Use ITIL

One of the issues with ITIL is not ITIL itself, but how others inappropriately elevate it to a religious level. Can Steve Jobs save us?
Alexa Virtual Assistant as an IT Service Desk Interface

Alexa Virtual Assistant – Voice as an IT Service Desk Interface

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.
ITIL Service Portfolio Management

The ITIL Service Portfolio Management Process Explained

If the goal of your organization is to provide the right IT/business services to your customers, whether internal or external, service portfolio management is a vital step towards meeting governance requirements and delivering value.