Service Desk Articles

IT Service Desk Metrics and Benchmarks

IT Service Desk Metrics and Benchmarks – Where’s the Value?

As to why IT service desks need metrics and benchmarks, the answer will depend on whom you ask. You don’t always get the right answer either. To help, this article looks at the potential power of, and issues with, IT service desk metrics and benchmarks.
Application Security

Application Security: What ITSM Pros Need to Know

This article explains how application security is becoming an important part of ITSM practice, common technologies and tools, and best practices that can help you enhance security for your organization’s application portfolio.
IT Service Desk Metrics

IT Service Desk Metrics and KPIs: Measuring What Really Matters

This article explains that there likely aren’t just two or three KPIs your IT service desk needs, that IT service desk metric portfolios can be problematic, and how your IT service desk can move its focus to what’s most valuable.
ITSM Tool Shortlisting

ITSM Tool Shortlisting: Focusing on What Matters Most

Avoid the perils of creating a lengthy request for proposal (RFP) spreadsheet as the primary mechanism for your ITSM tool shortlisting exercise, and instead use this alternative method.
Digital Minimalism

Digital Minimalism: The Path to Sustainable IT Service Operations

Digital minimalism isn’t just a trend, it’s a practice that can significantly streamline operations, enhance efficiency, and, importantly, contribute to sustainability. This article explains.
IT Support Improvement

IT Support Improvement – Activity Prioritization Explained

Most negative service experiences are due to slowness and tickets not being completed at all – service failure. But what causes slow and failed service? This article explains the three specific causes and how to fix them.
Incident vs Problem Management

Incident vs Problem Management: Key Differences, Roles, and Best Practices

Here we look at where incident management stops and problem management begins, and the difference between the two – with help from Batman and Columbo.
Manage Change Like A Rockstar!

How To Manage Change Like A Rockstar!

This article looks at tips for managing your change process – from successful communication, to how to handle your change advisory board, and more.
13 Practical Tips for Major Incident Management

13 Practical Tips for Major Incident Management (From the Trenches)

Here Vawns Murphy shares 13 top tips for dealing with a major incident that don’t involve hiding under your desk, chain smoking, or drinking a bottle of vodka. Read it here.
Chat Success

10 Tips for IT-Support Text-Based Chat Success

This article by Stephen Mann shares ten tips to follow when planning your new, or improved, IT-support chat capability. It’s more than simply implementing a new piece of technology.
Linking Experience Management

Linking Experience Management with Existing ITSM Capabilities

The business reliance on IT means IT must take operations and ITSM very seriously. This article by Phyllis Drucker demonstrates the connectivity between existing ITSM practices and employee experience improvement.
The Importance of IT Support

The Importance of IT Support to Perceptions of IT’s Value

Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.
Streamline Ticket Triage and Reduce Customer Churn with AI

Streamline Ticket Triage and Reduce Customer Churn with AI

This article considers two common hurdles for ITSM and how to address them: inefficiency of manual ticket triaging and high customer churn due to long ticket resolution times.
Hottest ITSM Trends for 2023

The 5 Hottest ITSM Trends (and Topics) for 2023

We asked our readers to choose their five most important ITSM topics for 2023 relative to creating new best practice content to help. This article shares the results, along with a comparison to the 2022 results.
Become an IT Service Desk Manager

How to Become an IT Service Desk Manager

Are you planning on becoming an IT service desk manager? If so, then this article is just for you. Please read on as Emma Lander covers off much of what’s needed to get you into this role – from the route taken to qualifications that will help.