Setting Up an IT Service Desk Part 4 – Selecting Your IT Service Desk Tools
This article considers the technology an IT service desk team uses to provide support and assistance to end-users. Read it here.
IT Support Practices: I’m Sorry, But Sorry Doesn’t Cut It
When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
IT Support Improvement – Activity Prioritization Explained
Most negative service experiences are due to slowness and tickets not being completed at all – service failure. But what causes slow and failed service? This article explains the three specific causes and how to fix them.
10 Tips for IT-Support Chat Success
This article by Stephen Mann shares ten tips to follow when planning your new, or improved, IT-support chat capability. It’s more than simply implementing a new piece of technology.
The Importance of IT Support to Perceptions of IT’s Value
Is the absence of experience data allowing “ill-informed” decision-making to drive the wrong IT and IT support strategies and outcomes in your organization? Check out the latest Global IT Experience Benchmark Report and see for yourself.
The State of ITSM Two Years into the Pandemic
This article shares the highlights of the most recent State of ITSM report looking at the impact of employee remote working, challenges related to the pandemic, technology adoption, and the business view of IT.
IT Service Desk vs. IT Helpdesk: What Kind of Desk Does Your Organization Need?
In this article, Roy Atkinson explains the differences between an IT helpdesk and an IT service desk (with a mention of enterprise service desks for good measure too). Plus, he offers IT support good practice no matter your desk type.
IT Support: Improve Where It Matters the Most
Like most IT service desk leaders you probably want or need to improve your IT support capabilities and outcomes. But where should you focus your attention and resources? This article by David Stewart will help you to understand this.
8 Tips for IT Service Desk Success
Which eight things should your IT service desk be focused on, to be better in the “new normal,” across the rest of 2020 and into 2021? Here Liliana Gary explores.
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.