Service Desk - ITSM.tools

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 Van Elsacker 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?

Do We Really Want and Need IT Self-Service?

Posted by Martin McKenna
on September 7, 2017

It’s easy to get stuck in one-size-fits-all IT self-service portals. So, let me kick this blog off with a quick example of self-service that works.

Your IT Self-Service Initiative Failed – Why?

Posted by Stephen Mann
on August 17, 2017

Here we skim the surface of a new “Realizing ROI from Self-Service Technologies” report, also looking at key obstacles to IT self-service success.

Could the Future of IT Self-Help Be 4th Generation Intelligent Self-Service?

Posted by Martin McKenna
on August 8, 2017

The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?

3 Ways Real-Time Translation Helps IT Service Desks With Multilingual Support Needs

Posted by Tom Tseki
on July 20, 2017

Using artificial intelligence and machine learning, provides quick and accurate translation across communication channels, notably chat and ticketing.

5 Ways New Technology is Changing IT Support

Posted by Ivor Macfarlane
on July 18, 2017

Following our webinar on how technology is changing the IT support landscape, we answer the top 5 questions raised. Plus preparing for the next 5 years.

What if your IT service desk was in Westeros?

Posted by Sanjeev NC
on July 17, 2017

With Game of Thrones returning to our TVs, and other devices, here are a few GOT-inspired IT support and IT Service Desk memes for your entertainment.

5 Approaches to Eliminating Language Barriers in IT Service Desks

Posted by Tom Tseki
on June 20, 2017

Surveys are showing that traditional multilingual support approaches are showing signs of ineffectiveness, leaving a big void for some service desks.

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