Service Desk Articles

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.

Setting Up an IT Service Desk Part 4 – 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.

Problem Management 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.

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.

5 Ways ITIL Documentation Boosts ITSM Success

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.

Setting Up an IT Service Desk Part 3 – 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.

Which ITSM Tool? 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 is ITSM?

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.

Setting Up an IT Service Desk Part 2 – Defining Your IT Service Desk Structure

Posted by Eusoph Simba
on January 17, 2024

This article provides advise on ITSM frameworks, standards, and methodologies; IT service desk roles; and how to define your service desk structure.

What is ITIL?

Posted by Sophie Danby
on January 5, 2024

This article has been written to offer you as much insight as possible into ITIL 4 in a short time. From what it is to the key elements that comprise the latest ITIL 4 service management best practice guidance.

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

Posted by Sophie Danby
on January 3, 2024

Most organizations do some form of incident management. They might not call it “incident management,” but regardless of what it’s called, there are many key incident management tips for IT service desks to consider. This article shares 20 of the most common incident management tips.