Service Desk - ITSM.tools

5 Tips for IT Service Desk Agent Recruitment from The Avengers

Posted by Jayakrisna Alagarsamy
on April 30, 2018

Inspired by the new Avengers: Infinity War movie, imagine if Nick Fury needed to recruit a new team of IT Service Desk Agents for S.H.I.E.L.D – here’s 5 Avengers-inspired traits that should be must haves on his (and any IT service desks) skills-requirements list.

You Need to Manage What You Cannot Measure in the IT Service Desk

Posted by Aale Roos
on April 19, 2018

Are you measuring activity-based metrics? Or value-based? And what about customer satisfaction? Do you even know? Here, Industry authority Aale Roos discusses why it’s time to reevaluate your IT service desk metrics, and why.

What Does Customer Experience (CX) Mean for IT Service Desks?

Posted by Stephen Mann
on March 19, 2018

The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.

Getting Your Service Desk Metrics and Measurement Right

Posted by Stuart Rance
on February 27, 2018

When was the last time you took stock of your IT service management and service desk metrics? In this article Stuart Rance looks at what metrics and KPIs you should consider.

Is Your IT Support Chatbot’s Weakest Link Your People?

Posted by Stephen Mann
on February 22, 2018

Chatbots are a great opportunity for IT service desks to up speed, reduce costs, and to improve the customer experience, but will they also serve to highlight yet more people-based issues?

Voice as an IT Service Desk Interface: “Alexa, Do I Need to Wear My Trousers Today?”

Posted by Martin McKenna
on February 13, 2018

What’s the point of virtual assistants like Alex for the IT service desk? And how can we make use of the technology to improve service desk efficiency? Let’s take a look.

The 4 Foundational Pillars for Better IT Service Desk Performance

Posted by Nancy Louisnord
on January 11, 2018

What’s the key to improved IT service desk performance? And what can we learn from an exemplar B2C success story to drive service and support success? Take a look.

5 Reasons to Implement an IT Self-Service Portal (and Why It Might Just Fail Anyway)

Posted by Per Mikkelsen
on December 21, 2017

As demands on the IT department are rising, customer service expectations increase, could an IT self-service portal be your saving grace?

How Internal IT Support Lags Behind External Customer Support

Posted by Stephen Mann
on November 15, 2017

Internal IT support will probably always lag behind external customer support, but there’s still things we need to better understand, says Stephen Mann.

10 Tips for IT-Support Chat Success

Posted by Stephen Mann
on October 17, 2017

In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, here we aim to dive into them in a little more detail.

Analyst 2.0: What Does the Future of IT Support Look Like?

Posted by Stephen Mann
on September 19, 2017

This article offers a quick, and easy, insight into the Analyst 2.0 report published by SDI and what skills are needed by future service desk analysts.

IT Service Desk Life in 2017

Posted by Ann James
on September 13, 2017

The findings of the Sunrise Mobile and Summer Survey are in and make interesting reading. So, what did we find out about IT service desk life in 2017?