Service Desk Articles

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.

Defining Your IT Service Desk Processes

Posted by Eusoph Simba
on February 21, 2024

This article provides seven steps to follow to help you to identify and define the right processes for your IT service desk.

Service Model Development Using ITIL 4 for Service Delivery

Posted by Graham Heard
on February 11, 2024

If you’re a large organization, or an IT service provider offering services to large enterprises, then reviewing your standard service model on a regular basis is imperative. Ensuring that it stays aligned with your business and IT strategy. This article explains why and how to create one if you haven’t already got one in place.

Which IT Service Management Tools? Here’s an ITSM Tools List

Posted by Stephen Mann
on January 24, 2024

Are you looking for a new IT service management (ITSM) tool? If so, do you know what your options are? Here we provide an overview of 42 ITSM tools to suit organizations of all different sizes and ITSM maturity.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 22, 2024

To measure, document, and report IT service availability in ways that will be helpful to your organization and your customers you need to do two things…

What’s ITSM? ITIL 4 Service Management

Posted by Stephen Mann
on January 20, 2024

What is ITSM? Why is ITSM important? What are ITSM’s benefits? And what are ITSM’s “quick wins”? Find out more with our comprehensive overview.

What Are XLAs and How To Use Them in IT Service Management

Posted by Hannah Price
on January 19, 2024

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.