Service Desk Articles

What Has the Business got to Do with ITIL4?

Posted by Paul Wilkinson
on December 15, 2021

Organizations must learn to deal with the unforgiving, harsh reality of business transformation and relentless change. How on Earth, does ITIL4 make a difference?

The Chatbot Manifesto

Posted by Rohitkumar Nair
on November 11, 2021

Looking for a little ‘secret sauce’ behind chatbot success? This chatbot manifesto provides a list of 20 ‘do’s’ and ‘don’ts’ when it comes to using chatbots in your organization.

The State of IT Self-Service

Posted by Stephen Mann
on October 6, 2021

This article presents some of the key survey findings of our State of IT Self-Service in 2021 report, including how only one in five organizations (21%) reported that the expected ROI for their IT self-service investment was achieved.

Using Experience Feedback to Up IT Service Desk Analyst Motivation

Posted by Sami Kallio
on September 30, 2021

Have you ever stopped to think about the effects – both positive and negative – of working on an IT service desk? This article digs into service-desk-analyst work motivation and how it impacts their performance.

When Is It Time to Change Your Service Management Solution?

Posted by Pamela MacMillan
on September 23, 2021

Do you feel stuck with your current service management solution? Is it holding you back? This article via TOPdesk shares 8 signs that it might be time to move on and switch up your service management tool.

The State of Service Management 2021

Posted by Stephen Mann
on September 1, 2021

This article shares some of the key findings from the joint ITSMtools and Praecipio 2021 State of Service Management Report across five key areas of: business value, employee wellbeing, service management, technology, and experience and improvement.

Why Continual Improvement Needs Experience Data

Posted by Sami Kallio
on July 29, 2021

This article by Sami Kallio explains how experience data can be employed not only to measure outcomes and value, but also to highlight issues, better understand the root causes, and help construct the required solutions.

Collaboration in IT: a Crowdsourced Perspective

Posted by Sophie Danby
on July 22, 2021

Collaboration. It seems to be one of the hottest words in business, let alone ITSM, right now. But how do you and your colleagues – plus other business contacts – get better at collaboration?

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.