Service Desk Articles

IT support teams have made great strides in improving their approach to customer service, but there’s still so much more that can be done. To help, this article offers up 10 tips for providing a great service on your organization’s IT service desk.
This article offers up four tips to assist with the creation of your organization’s IT service catalog, from using the ‘menu’ concept through to writing your service catalog content with your end users in mind. Read the tips here.
Are your IT service desk teams at breaking point? Over-stretched and ridiculously busy? Where people are working long hours and are probably stressed – with this affecting team morale, the level of human errors, and your CSAT scores. If so, Steve Morgan might have the answer for you in this article.
We all know the value of knowledge management in helping IT support, but it’s important not to forget two additional use cases for ITSM knowledge and how it can make a big difference to the level of success for both IT self-service and the introduction of AI-enabled IT support capabilities. Here we explain more.
Benchmarks can be powerful tools in understanding how well your IT service desk is performing and for the identification of improvement opportunities. With that in mind, this article aims to help you to better understand some of the cons, that sit alongside the pros, of using IT service desk benchmarks.
Notwithstanding the fact that a dollar saved by IT through badly-implemented self-service might incur an extra two dollars of costs from an end-user perspective, cost savings are not the only driver for self-service and, for many, it’s not the most important benefit. Here we look at the other additional benefits.
Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.
Providing employees with self-service access to IT services is commonly seen as a key initiative for overstretched IT service desks – with the aim of reducing costs, speeding up resolutions and provisioning, and delivering a better employee experience. But few are getting it right! This article of tips aims to help.
This article offers up three tips for better customer service – with these applicable to IT professionals who are either offering service and support to their business colleagues or the same to customers in other companies, i.e. via external customer support or managed service provision.
This article looks at 10 common challenges faced by IT service desks (equally applicable in enterprise service management scenarios) and how you can use them to identify and progress a number of opportunities to improve.
Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.
This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.
Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.
Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.
Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?