Service Desk Articles

Service Request Catalog

5 Key Considerations When Designing an Effective Service Request Catalog Framework

This article provides an overview of why a Service Request Catalog Framework is an important addition to an enterprise’s overall service strategy – and offers up five tips for you to get started in creating one.
End User IT Support

An End-User’s View of IT Support When Working from Home

This article takes a look at some of the technology-based aspects of working from home from the end-user perspective. With the basis of the article formed around the home-working experiences of Claire, a project manager, who like many suddenly became a “forced” homeworker.
End-User Experience for IT

End-User Experience for IT is Now More Important Than Ever

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?
IT Staffing and Skills

The Impact of COVID-19 on IT Staffing and Skills

The COVID-19 pandemic is forcing a significant change to our patterns, both at work and from a personal perspective. Some people are finding themselves out of work, furloughed temporarily, or with an uncertain future due to the economic impact. Here Matthew Burrows explores its impact on on IT staffing in particular.
Service Desk Reporting

It’s Time to Improve your IT Service Desk Reporting

If your organization is investing significant time in creating performance reports that aren’t being read or acted upon by your department, then it’s time to put that right. To help, this article provides five IT service desk reporting tips. Take a look!
ITSM 2020 Hot Topics

The 5 Hottest ITSM Trends and Topics for 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.
ITSM trends

ITSM Trends in 2020 – the Crowdsourced Perspective

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…
Service Management in 2020 Key Challenges

Service Management in 2020 – the 6 Key Challenges

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.
ITSM Trends for 2020

The Top ITSM Trends for 2020

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?
Service Catalog

3 Ways to Benefit from a Service Catalog

Done well, a service catalog will act as a single, consistent source of information to employees for all of the IT and business services available to them. But how should your organization leverage a service catalog? This article shares advice on how to best exploit a service catalog as a multifaceted ITSM capability.
IT Service Desk Knowledge Management

How to Improve Your IT Service Desk Knowledge Management

Want to know what IT service desks that succeed with knowledge management do differently? Here we share eight tips based on what successful IT service desks have done to achieve their knowledge management success to help you on your own knowledge management journey.
Running Your IT Department

Critical Ingredients for Running Your IT Department in 2020

Here Steve Morgan shares nine critical ingredients for running your IT department in 2020 and beyond – and fear not, because the advice contained herein is just as relevant in 2020, as it was in 2010, and as it will be in 2030; with people being the number one important factor!
IT Service Desk Challenges

5 Key IT Service Desk Challenges and How to Overcome Them

It sort of goes without saying that your IT service desk is currently facing a number of challenges that affect its ability to serve and support employees and customers. To help, this article looks at five key service desk challenges in more detail as well as how to overcome them. 
Translation Services for IT Service Desks

How Translation Services Help Support Teams with International Customers

Accurate translation is often crucial to providing quality customer service and support. With that in mind, and to better describe the need for, and opportunity of, translation services, here’s a list of three ways in which your customer support operations will benefit from them.
Providing Great Service on the IT Service Desk

How to Provide Great Service on the IT Service Desk

IT support teams have made great strides in improving their approach to customer service, but there’s still so much more that can be done. To help, this article offers up 10 tips for providing a great service on your organization’s IT service desk.

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