Service Desk Articles

ITSM Well-being Data – A Deeper Dive

Posted by Stephen Mann
on June 4, 2024

Following the publication of the 2024 ITSM.tools Well-being in ITSM Survey results, this article explores the correlations between the survey’s questions based on the captured ITSM well-being data.

More Advice for Setting Up Your IT Service Desk Tool

Posted by Eusoph Simba
on May 29, 2024

This article offers more advice for setting up an IT service desk tool covering the configuration of incident priority matrices, business hours, service level agreement (SLA) policies, IT service desk automations, relevant integrations, and dashboards.

AI Adoption in ITSM – Some Key Points

Posted by Stephen Mann
on May 2, 2024

In a recent webinar with SymphonyAI, I spoke about what our data is showing us regarding the current state of artificial intelligence (AI) adoption in IT service management (ITSM). This article shares some of the discussed points.

IT Service Management (ITSM) Learnings From SITS 2024

Posted by Vawns Murphy
on April 30, 2024

After a couple of days at the Service Desk and IT Support Show (SITS) in April, I came away with lots of IT service management (ITSM) learnings. Following on from my initial blog on the things I’ve taken away from SITS written for i3Works, here are some more shared ITSM learnings

Setting Up Your IT Service Desk Tool

Posted by Eusoph Simba
on April 24, 2024

This article shares some commonly configured IT service desk tool items (though it’s important to note that this isn’t an exhaustive list of the activities involved). Read more here.

The Silent Crisis: Mental Health in IT

Posted by Daniel Breston
on April 11, 2024

Here’s the uncomfortable truth – many IT managers still struggle to recognize the signs of declining mental health in their teams. Check out this article to see how you can recognize the big 4 mental health issues.

How to Get the Most From Your Visit to the IT Service Desk and Support Show (SITS)

Posted by Michal Hayet
on April 2, 2024

This article provides top tips on how to get the best out of the Service Desk and IT Support Show – the free-to-attend event with a large exhibition area, free education sessions, and networking opportunities.

4 Top ITSM Trends for 2024

Posted by George Andrikopoulos
on March 28, 2024

What IT service management (ITSM) trends and developments will we see in 2024? And how will these impact the way you work? Many factors affect service management, but these are the ones TOPdesk anticipates will have the most impact.

ITSM Well-being in 2024

Posted by Stephen Mann
on March 21, 2024

This article shares the results of our latest well-being in IT survey, including how 82% of respondents think working in IT will get harder over the next three years. Read the full results here.

Selecting Your IT Service Desk Tools

Posted by Eusoph Simba
on March 19, 2024

This article considers the technology an IT service desk team uses to provide support and assistance to end-users. Read it here.

Proactive Problem Management Practice Tips

Posted by Sophie Danby
on March 12, 2024

Problem management is too often misunderstood – ranging from the confusion between incidents and problems to the use of problem management techniques in the wake of a major incident. Here, Sophie Danby shares tips to help.

Incident Tickets: Reduce the Number of High-Priority Issues

Posted by Sanjeev NC
on March 8, 2024

How can we alter end-user behavior with regards to the priority of incident tickets to make the lives of service desk agents a little easier?

Service Request Management Tips: 20 Simple Tips for the IT Service Desk

Posted by Stephen Mann
on March 5, 2024

From not overlooking self service options for service requests, to providing training, to categorizing service requests on receipt, this article shares 20 service request management tips for success.

Organizational Change Management Practices – An ITSM Overview

Posted by Stephen Mann
on March 1, 2024

This article provides an overview of what Organizational Change Management (OCM) is and why it’s important. Plus it offers some practical advice as to what organizational change management should involve. Read it here.

5 Ways ITIL Documentation Boosts IT Service Management

Posted by Gilad Maayan
on February 28, 2024

ITIL documentation can take many forms. This article shares some examples, along with five ways it can boost ITSM success.