Service Desk

How to Better Understand the Total Cost of IT Service Desk Tools

Posted by Rajnish Nischal
on September 27, 2018

Have you ever stopped to consider the total cost of ownership (TCO) for your current, or next, IT service desk tool? Not just the costs of buying the software but the all-in costs of what it takes to make the tool “fit for purpose” and to maintain this over time? Here we outline all the costs that you need to consider.

What Could a Regular Huddle do for Your IT Service Desk?

Posted by Natalie Harris Briggs
on September 25, 2018

All sorts of businesses are starting to hold daily team huddles and finding that they’re transforming the way they work. Team huddles not already a part of your workplace culture? This article contains everything you need to know about them and what they could do for your IT service desk operations.

Tackling Common Knowledge Management Issues for IT Service Desks

Posted by Stephen Mann
on September 12, 2018

Corporate IT service desks have long understood the opportunity, and benefits, of knowledge management, but far too many continue to struggle to make the most of what their service desk agents, and the wider IT organization, already know. The question is: why is this?

The Current State of 24×7 IT Support

Posted by Stephen Mann
on August 30, 2018

Do you remember the concept of “follow the sun” service desks? An approach to ensure that there’s always an IT support facility available to employees as and when they need it. This article questions how prevalent 24×7 IT service desks – “follow the sun” or otherwise – are in 2018.

Comparing Internal Versus External Knowledge Base Solutions

Posted by Chris Rall
on August 28, 2018

This article aims to provide an overview of the different types of knowledge bases available. The question we want to answer here is: “Is it better for your company to use an internal knowledge base (that’s built into your ITSM tool) or an external knowledge base provided by a third party?”

Improve IT Service Desk Customer Experience and Satisfaction with Duration Reports

Posted by Nancy Louisnord
on August 23, 2018

If you’re not meeting the response time agreements you have with your customers can you explain why? If not, then here’s a potential solution – duration distribution reporting is a strategy that service managers can use to gain a deeper understanding of the lifecycle of a request in your organization. Here we explore…

3 Tips for Managing Multiple Personalities on the IT Service Desk

Posted by Emma Lander
on July 12, 2018

One of the most important aspects of being an IT Service Desk Manager is understanding the personalities of your team members. After all, if you don’t know what makes them tick, what motivates them, or what’s important to them, then how can you effectively manage them?

How to Make Your Help Desk a Service Desk Profit Center

Posted by Evan Jones
on June 28, 2018

How can you move your help desk from being a cost center to a profit center, aligning it with the business outcomes that C-level execs value most highly? Let’s see…

What Exactly Are XLAs and How Do You Use Them?

Posted by Hannah Price
on June 19, 2018

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.

Selfless Service — A New Mindset to Customer Service

Posted by Sanjeev NC
on May 29, 2018

We’re all familiar with ITSM and self-service, but are we doing it all wrong? This article looks at something called “selfless service” and how to makes the customer journey so much easier to deliver a better customer experience.

The Current Status and Perspectives of the IT Service Desk

Posted by Dr. Francisco J. Suárez
on May 24, 2018

This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.

How to Measure Service Desk Value

Posted by Aale Roos
on May 10, 2018

In this article, Aale Roos shares practical examples of how to best measure IT service desk value – and it doesn’t involve activity metrics such as availability and/or MTTR.

10 Automation and AI Tips for Working Smarter on the IT Service Desk

Posted by Stephen Mann
on May 1, 2018

Here Stephen Mann looks not only at the benefits of Automation and AI to the service desk, but shares examples of what activities you should be automating and how to prepare for Artificial Intelligence on the service desk.

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.

Service Desk Articles