Service Desk Archives

Redefining Service Delivery (from Meek to Magic)

Posted by Damian Bowen
on February 14, 2017

A nine step journey on how take your service delivery from something perfectly capable to something which delivers value to the business and its customers.

Is Your IT Organization Actually Ready for Self-Service?

Posted by Simon Johnson
on January 27, 2017

Simon Johnson explains how “LZS” can aid IT organizations, helping them to understand their level of preparedness for launching self-help and self-service.

IT Support and the Rise of Power Users

Posted by Martin McKenna
on January 25, 2017

Is there a simple approach IT teams can take to gain better engagement and more appropriate power users within the workplace?

6 Ways Digital Experience Impacts the Service Desk

Posted by Katie McKenna
on January 10, 2017

Consumer-world led mobile and digital experience innovations have permeated the enterprise IT landscape, but how have they impacted the IT service desk?

6 Back-to-Basics Steps to a More Efficient Service Desk

Posted by Elzette Wilkinson
on December 20, 2016

It’s time to assess your service desk’s performance over the past year and develop an improvement strategy for 2017. Here’s six tips to get started.

Improving Service Desk Performance Through Gamification

Posted by Matthew Hooper
on November 30, 2016

Matt Hooper provides his advice on how to set up gamification for your service desk, along with tips on how to ensure it’s a success.

Customer Service Excellence – Now More Than Ever

Posted by Roy Atkinson
on November 17, 2016

Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.

To Drive Self-Service Adoption – Think Like A Growth Hacker

Posted by Vawns Murphy
on November 3, 2016

By using the principles of growth hacking, you can align your self-service model as closely to the business as possible. Here we explain in more detail.