Service Desk

The Pros and Cons of IT Service Desk Benchmarks

Posted by Stephen Mann
on July 16, 2019

Benchmarks can be powerful tools in understanding how well your IT service desk is performing and for the identification of improvement opportunities. With that in mind, this article aims to help you to better understand some of the cons, that sit alongside the pros, of using IT service desk benchmarks.

5 Key Benefits of Self-Service for IT

Posted by Simon Johnson
on July 9, 2019

Notwithstanding the fact that a dollar saved by IT through badly-implemented self-service might incur an extra two dollars of costs from an end-user perspective, cost savings are not the only driver for self-service and, for many, it’s not the most important benefit. Here we look at the other additional benefits.

How to Map the Service Desk User Journey for Better User Experiences

Posted by Nancy Louisnord
on May 16, 2019

Providing a quality customer experience means devising a plan and sticking with it, but doing so requires a little customer journey mapping. Here Nancy Van Elsacker Louisnord looks at the key steps for getting started with mapping your customer journeys, from the right questions to ask, to creating user personas.

ITSM Improvement: Tips for IT Self-Service

Posted by Pablo Vergne
on May 9, 2019

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.

IT Service Desk Improvement: 3 Tips for Better Customer Service

Posted by Keith Coppersmith
on April 23, 2019

This article offers up three tips for better customer service – with these applicable to IT professionals who are either offering service and support to their business colleagues or the same to customers in other companies, i.e. via external customer support or managed service provision.

5 Ways to Improve Your IT Service Desk

Posted by Stephen Mann
on March 25, 2019

This article looks at 10 common challenges faced by IT service desks (equally applicable in enterprise service management scenarios) and how you can use them to identify and progress a number of opportunities to improve.

5 Steps to Improve Your IT Service Desk FCR

Posted by Saad Mousliki
on February 7, 2019

Maximizing the First Call Resolution (FCR) KPI (if used correctly) can deliver significant benefits to an organization, especially in optimizing the cost per contact, minimizing time to resolve, and improving customer satisfaction. Here we explain how.

4 Ways to Increase You IT Service Desk’s Customer Satisfaction Scores

Posted by Adam Stetzer
on January 31, 2019

This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.

Improve Customers Experience with Customer Journeys

Posted by Nancy Louisnord
on January 8, 2019

Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.

8 Tips for Better IT Service Desk Metrics

Posted by Stephen Mann
on January 3, 2019

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.

Maximizing the Value of New (and Existing) IT Support Capabilities

Posted by Stephen Mann
on December 20, 2018

Service desks have already been struggling with the likes of chat and self-service, and now in the midst of all the hype surrounding the opportunities of artificial intelligence (AI), machine learning, and chatbots in particular – we have to ask: is the average service desk going to be successful with this new technology?

How to Become an IT Service Desk Manager

Posted by Emma Lander
on December 18, 2018

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.

Does the Service Engineer Ever Get the Right Credit?

Posted by Gururaj A. Kulkarni
on November 6, 2018

This article looks at what happens when a major incident occurs and how the involved service engineer’s work is regarded. Are you giving them the incentives and credit that they deserve?

4 Steps Towards a Great Service Catalog

Posted by Sumit De
on October 11, 2018

This article offers up a quick guide to service catalog success – from getting started, to measuring quality, from checking whether you’re providing services that meet your customers’ needs, to improving your service catalog by matching it to your customer journeys. Get the lowdown here.

5 Simple “Don’ts” for Handling Customer Complaints

Posted by Stephen Mann
on October 4, 2018

Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.

Service Desk Articles