Service Desk Articles

Service Desk Basics: What to Do When the End User Doesn’t Respond?

Posted by Stephen Mann
on February 20, 2023

How should a service desk deal with end user unresponsiveness? Here we look at various opinions sourced from the Back2ITSM Facebook group. First in 2016 and now in 2023.

ITSM.tools’ ITSM Webinars

Posted by Sophie Danby
on February 6, 2023

This “living” article has been created as a handy resource that lists the ITSM webinars ITSM.tools has participated in since 2021. It was updated during 2022 and now 2023 with new webinars as needed.

Streamline Ticket Triage and Reduce Customer Churn with AI

Posted by Marat Adayev
on February 2, 2023

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.

ITIL 4 Explained

Posted by Akshay Anand
on February 1, 2023

Here Akshay Anand – Lead Architect for the ITIL update – gives the lowdown on the new ITIL 4, including the new service value system, the ‘four dimensions’, the updated guiding principles (originally found in ITIL Practitioner), and the change of processes to practices.

The 5 Hottest ITSM Trends (and Topics) for 2023

Posted by Sophie Danby
on January 26, 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.

How to Define, Measure, and Report IT Service Availability

Posted by Stuart Rance
on January 22, 2023

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, 2023

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.

How to Become an IT Service Desk Manager

Posted by Emma Lander
on January 18, 2023

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.

ITSM Improvement: Tips for IT Self-Service

Posted by Pablo Vergne
on January 9, 2023

Providing employees with self-service access to IT services is commonly seen as a key initiative for overstretched IT service desks – with the aim of reducing costs, speeding up resolutions and provisioning, and delivering a better employee experience. But few are getting it right! This article of tips aims to help.

What is ITIL?

Posted by Sophie Danby
on January 5, 2023

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.

8 Tips for Better IT Service Desk Metrics

Posted by Stephen Mann
on January 3, 2023

Here we delve into the top 10 IT service desk metrics according to industry research, before looking at the 8 common metrics mistakes made on the service desk – plus their impact. Plus we look at what needs to be done to avoid them and how to run them into positive performance management approaches.

The ITIL 4 Service Value System Explained

Posted by Sophie Danby
on January 2, 2023

Much has changed in ITIL 4 and thus there’s a lot to get one’s head around! This article quickly explains what the ITIL 4 service value system is and what it contains: the guiding principles, governance, service value chain, management practices, and continual improvement.

The ITIL 4 Service Value Chain Explained

Posted by Daniel Breston
on January 2, 2023

Here Daniel Breston takes a closer look at the ITIL 4 Service Value Chain and asks you to observe and consider the impact of what it depicts against the way you deliver value with technology-based solutions at your organization today.

What Exactly Are XLAs and How Do You Use Them?

Posted by Hannah Price
on December 19, 2022

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.

Automation Helps Reduce Tickets and Improve Security

Posted by Hannah Price
on December 15, 2022

With Forrester Research finding that a single password reset costs $70, and Gartner showing 30%-50% of all service desk calls are for password resets, something really needs to change. This article explores.