The future of service desk communications

With a rising number of software products, social platforms and stakeholders involved in IT procedures, it is no surprise that up to 80% of downtime is caused by either human error or a failure to follow set processes. How can IT service desk managers improve efficiencies, reduce risk and manage communication in a crisis? Nick […]

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Do your SLAs help or hinder?

Service desks may feel helpless when employees and business stakeholders complain about service quality, yet the green light of their SLAs flash comfortingly in the background. Satisfaction levels may be at 3.9, but is that good or bad? Niall Rudd of Happy Signals explains the importance of reassessing your feedback.  (more…)

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Is enterprise IT being sucked into the cloud?

This year the enterprise IT will allocate an average of one-third of their budgets to cloud and hosted services according to 451 Research.     In 2016, the figure was 28% and the researchers say this figure is increasing every year.  James West considers what this means for IT departments.  (more…)

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