A “problem,” a “problem ticket,” a “problem management process,” an “incident?” Here Matthew Burrows attempts to clear up the confusion between incidents and problems once and for all.
Internal IT support will probably always lag behind external customer support, but there’s still things we need to better understand, says Stephen Mann.
IT support organizations need to ensure that they know how to succeed with both chat and self-service to succeed with Chatbot initiatives too. Learn how here.
Will the knowledge revolution make IT professionals surplus to requirements? Sollertis CEO, Kevin Baker shares his thoughts on the changing landscape of knowledge management.
“IT professional training is broken.” And one of the reasons we have this situation is our approach to “scoping and evaluating” training. In this article we take a look at why.
Why are organizations not translating excellence in IT management into equally good service? And can ITSM best practices, such as ITIL help remedy this?
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.
Following our webinar on how technology is changing the IT support landscape, we answer the top 5 questions raised. Plus preparing for the next 5 years.
