Articles tagged with Service Desk

ITSM transformation team of professionals leaning over a table lit by glowing red lines while planning together

Why ITSM Transformation Fails at the People Layer

Henry Strouts October 21, 2026

Every ITSM transformation plan gives the platform an owner, a budget, and a schedule, while adoption gets a communications plan. Gartner and Bain data suggest that gap is where most programs fall short: leaders approve the model without knowing what it will ask of them, and practitioners wait to see whether it lasts. The piece makes the case for planning the people layer as a funded workstream.

Illustrated robots and a human having a conversation over drinks representing conversational ITSM and AI agent collaboration

AI Agents: How to Add Conversational AI Without Replacing Your ITSM Platform

Aditya Santhanam October 15, 2026

Many IT service desks are buried in password resets and status requests, and the usual response is a full ITSM platform migration. Aditya Santhanam argues for a cheaper route: wrap conversational AI around the ITSM tool you already run, so AI agents work inside existing records, SLAs, and rules. The article covers seven use cases, a six-step rollout, what to keep humans on, and the metrics that show it works.

Illustrated overflowing trash can filled with service tickets representing unresolved closure waste at the IT service desk

Fine-tuning Service Management Boards: How to Find the Waste Hiding Between “Resolved” and “Closed”

Yuri Kudyn October 14, 2026

Most IT service desks can say exactly how long resolution took last month. Ask how long closure took, and the room goes quiet, because the SLA clock had already stopped by then. This article sets out six closure-stage patterns worth tracking, from zombie backlogs to calendar-driven closing, and how to redesign a Kanban board around aging and closure lag rather than the metrics resolution reports already cover.

Illustrated gear shift with labels Record Route Assist Resolve Prevent representing the service desk automation outcome ladder

Service Desk Automation: How to Automate Resolution, Not Just Ticket Handling

Manish Sharma October 6, 2026

An employee reports a dropped VPN connection, and every step of the IT service desk automation fires perfectly: intent read, ticket routed, history attached. The VPN still does not work. This gap between a well-handled ticket and a solved issue is the most common outcome in IT service desk automation today. The article maps a five-level outcome ladder and how to measure verified resolution instead of ticket volume.

Robot scanning a QR code, representing self-service IT help desk support via QR codes

5 Innovative ITSM Best Practices That Transform Your IT Help Desk

Ranjani Raghupathi August 4, 2026

Most IT help desks stop at ticket resolution and leave the rest of the ITSM platform underused. Drawing on customer conversations and internal use at Desk365, this piece lays out five practical ways to push further: QR-code support requests, cross-department automations, AI-generated tickets from meeting notes, a single source of truth, and narrowly trained AI agents. Small changes, real gains in efficiency.

Database server locked inside a metal cage, representing data control under on-premises ITSM

Seven Signs On-Premises ITSM is Still the Right Call for Your Organization

Monishka July 28, 2026

Cloud ITSM often makes sense, until it doesn’t. The article sets out seven concrete situations, air-gapped networks, sensitive CMDB data, data sovereignty, latency-sensitive change control, total cost of ownership, audit evidence, and vendor lock-in, where an on-premises ITSM tool deployment is the better fit. If two or three apply to your organization, it argues, cloud may not be the safer default it’s assumed to be.

Dashboard with a snake coiled through a pie chart, illustrating how IT audits reveal risks dashboards hide

What IT Audits Reveal That Service Dashboards Miss

Konstantin Klyagin July 27, 2026

Dashboards are essential for monitoring operational performance, but they only tell part of the story. This article explores why regular IT audits are critical for uncovering hidden risks, governance gaps, technical debt, ownership issues, and AI-related blind spots that service metrics often fail to reveal. Learn how combining audits with monitoring creates a more complete view of system health and long-term resilience.

Two portraits set into vintage washing machine windows, illustrating AI and humanising IT

A Process Is Still a Conversation: Humanising Service Management

Sophie Danby July 24, 2026

Simone Jo Moore has spent decades arguing that the human sits at the center of every IT process, every tool rollout, every supplier relationship. In her Conversations with Giants episode, she talks about AI as a creative muse and a way to clear the drudgery, why SIAM is a relationship problem at heart, and why she’s still waiting for the industry to drop the dogma and get more honest about the people doing the work.

Illustration of a chat window reading "Can I speak with a human please?" next to a smiling AI chatbot icon, representing employee experience with AI-supported IT chat

How IT Support Can Deliver Better Employee Experiences

Stephen Mann July 22, 2026

IT support is usually measured by first-contact resolution and ticket counts, but rarely by whether employees got what they needed. Drawing on a SolarWinds webinar, Stephen Mann looks at why AI’s biggest value lies in preventing issues before a ticket exists, why channel choice counts for more than any single preferred channel, and why most metrics track IT service desk mechanics rather than the outcomes employees experience.

Illustration of a shattered USB drive breaking apart, representing data loss from a deleted partition

Important IT Support Skills: How to Recover a Deleted Partition on a USB Drive

Jeff Hume July 15, 2026

Losing access to a USB drive partition does not necessarily mean your data is gone. In many cases, deleted partitions, file system corruption, and accidental formatting only make files inaccessible rather than permanently erased. This guide explains how to recover USB data from a formatted or deleted partition, restore lost partitions using Windows tools and recovery software, and apply best practices to prevent future data loss.

Confused robot surrounded by a question mark, representing AI operating without context in IT service desks

Beyond Intelligence: Why Context Is the Missing Piece in AI-Driven IT Service Desks

Eusoph Simba July 7, 2026

AI is transforming IT service desks, but not in the way many expect. The real limitation isn’t the intelligence of AI models, it’s the lack of usable context in most IT environments. Between CMDB accuracy, knowledge articles, service catalogs, and tacit expertise, AI is only as effective as the information it can access. Without strong context, even the most advanced AI just scales existing issues.

Cartoon child dressed as a superhero standing in a server room representing ITSM heroics culture

Why ITSM Heroics Are Hurting Your Organization

Alexandros Christias June 30, 2026

From ancient myths to modern workplaces, we’ve always admired the people who step into chaos and save the day. In ITSM, that mindset plays out when organizations reward the person who resolves the crisis while ignoring the systemic issues that caused it. Alexandros Christias covers why ITSM heroics persist and how to shift recognition from firefighting to prevention.

Illustrated phoenix rising in flames, representing renewal and rebirth in the ITSM tool renewal cycle

ITSM Tool Renewal Guide: 7 Questions to Ask Before Renewing or Replacing Your Platform

Manish Sharma June 17, 2026

Too many ITSM tool renewals get treated as procurement exercises when they should be strategic decisions. Manish Sharma lays out a 90–180 day framework for evaluating your current platform, assessing alternatives, and building stakeholder alignment before contract renewal. The guide also covers the seven questions every IT leader should answer to decide whether to renew, expand, or replace their tool.

Illustrated IT support agent at a computer with headset, representing AI-driven service desk operations in a ticketless enterprise

The Ticketless Enterprise: How AI Agents Prevent Work Instead of Processing It

Shankar Gomathi June 12, 2026

The best support tickets are the ones never submitted. Shankar Gomathi argues that with AI agents in the mix, a ticketless enterprise is closer than most support teams think, letting IT operations become more effective and less expensive. The article covers what a ticketless model looks like, which categories of ticket disappear first, and what has to be true internally to reach that state.