Service Desk Articles

Wherever and Whenever – How to Support Remote Workers and Mobile Teams

Posted by Bill Mrochek
on July 20, 2021

The increase in home working – and the increase in technology spending to support remote workers – has been necessary. However, this was a different challenge from what came before and the shift involved some new ways of working and less control over processes than IT teams would normally like. But now, what next?

Three Key Elements for Successful Collaboration

Posted by Jason Stonehouse
on July 15, 2021

Collaboration works best when three key elements are met: it’s low friction, it’s persistent, and it’s dynamic. In this article Jason Stonehouse addresses what each of these elements means.

Collaboration. Bingo!

Posted by Paul Wilkinson
on July 14, 2021

Collaboration. It’s the latest people-related, industry buzzword-bingo word, triggered by another hot topic buzzword, value streams, which imply end-to-end working. But how does your organization get better at collaboration?

Service Desk Improvement – 5 Steps to Drive Employee Collaboration

Posted by Patrick Bolger
on July 6, 2021

This article by Patrick Bolger outlines five key steps for improving your operations and outcomes through the creation of the right environment for effective employee collaboration.

So, How’s Remote Working Doing in Your Organization?

Posted by Sami Kallio
on July 1, 2021

Since the pandemic started, how well have remote workers been supported by IT and how does the status quo need to change to better support remote work going forward?

How Are Your IT Self-Service Portal Benefits Doing?

Posted by Stephen Mann
on June 24, 2021

Where is your organization currently with IT self-service? Have you succeeded with benefit delivery? Or do you still need to start, improve, or restart your IT self-service capabilities? Help us know more about the current state of self-service in ITSM by taking our short survey.

The Next Era of Service Management

Posted by Nancy Louisnord
on May 27, 2021

The service management strategy that worked in previous years must be re-thought, re-calibrated, and realigned into the new era. To help, this article walks through four factors to consider when getting ready for the next era in service management: innovation, collaboration, experimentation, and transparency.

Is It Time to Rethink Your Approach to the CMDB?

Posted by Stephen Mann
on May 18, 2021

The use of a configuration management database (CMDB) has long been the subject of ITSM debate. To help your CMDB thinking, and success, this article offers up three ways in which to rethink your organization’s use of its CMDB(s).

How to Better Manage an IT Service Desk in a WFA Era

Posted by Stephen Mann
on May 4, 2021

The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?

A Service Desk Guidance A-Z List

Posted by Jamie Bell
on April 20, 2021

This handy A to Z of service desk guidance has been created to help anyone looking to get started with a service desk improvement project. Get a sneak peak at the content here then download the full PDF (no data required).

How to Succeed with AI in Your Organization

Posted by Ian Aitchison
on April 15, 2021

Here Ian Aitchison offers up guidance for any organization that’s looking to successfully use AI-enabled capabilities to improve their IT service delivery and support. Including whether you should use built-in AI features, add-on AI, or DIY AI solutions.

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

Posted by Stephen Mann
on April 6, 2021

What self-service improvements should your organization be aiming for? This article by Stephen Mann explores, along with looking at how IT service desks can benefit from intelligent automation in self-service.

AI Success in ITSM Use Cases

Posted by Sophie Danby
on March 30, 2021

We asked ten ITSM industry authorities for their view on the guidance and help organizations need for succeeding with the adoption of AI-enabled capabilities. This is what they said.

Enterprise Service Desk: The Challenges (and it’s Not Just a Desk)

Posted by Roy Atkinson
on March 4, 2021

Enterprise service management has been largely viewed through the lens of IT, and the same is true of the enterprise service desk concept. But it’s time to rethink the approach says Roy Atkinson. Here he explains why and how.

What ITSM Practitioners Need to Know About Cybersecurity Threats in 2021

Posted by Jordan MacAvoy
on March 2, 2021

The cyber threats landscape is expected to change in 2021. As hackers discover new ways of compromising your business, ITSM personnel must be ready for any attack. Here’s what you need to know.

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