Service Desk Articles

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.
The 4 Foundational Pillars for Better IT Service Desk Performance

The 4 Foundational Pillars for Better IT Service Desk Performance

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.
Self-service Portal

5 Reasons to Implement an IT Self-Service Portal (and Why It Might Fail Anyway)

As demands on the IT department are rising, customer service expectations increase, could an IT self-service portal be your saving grace?
Stormtrooper under lights

What ITIL Can Learn from its Star Wars “Connection”

In this article we take a look at how the next update to ITIL can learn from the reinvention of the Stars Wars movie franchise.
Definition of BSM

What’s BSM? Did ITIL 2011 Get it Wrong with its Definition of BSM?

ITIL, offers a great – and handy – list of definitions of common (and some not-so-common) ITSM terms. But how accurate is its definition of BSM?
Still arguing over incidents and problems

Still Arguing Over Incidents and Problems? Really?

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.
How Internal IT Support Lags Behind External Customer Support

How Internal IT Support Lags Behind External Customer Support

Internal IT support will probably always lag behind external customer support, but there’s still things we need to better understand, says Stephen Mann.
Future of Chatbots

The Chatbot Future Involves Getting Some IT Support Stuff Right Today

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 IT professionals be made redundant?

Will Knowledge Management Make IT Professionals Redundant?

Will the knowledge revolution make IT professionals surplus to requirements? Sollertis CEO, Kevin Baker shares his thoughts on the changing landscape of knowledge management.