IT customer service

Manage expectations written on a pad

Expectations good – service better

IT support guru, and SITS16 presenter Noel Bruton looks at the true meaning of customer expectations and how service desks can delight, rather than frustrate, customers. My thanks go to Amazon for recently causing me to re-examine the nature of a good service. For years, I have maintained that your users will not measure you […]

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Should you look beyond IT to learn service management?

Looking to your peers for inspiration is helpful, but as Sarah Lahav of SysAid explains, ITSM can also learn from departments and businesses outside of the IT sphere. Those of us who work in IT service management (ITSM) often think that we invented the idea of service management, but the truth is that service management […]

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IT unclear how to improve service this year

Improving customer satisfaction is proving to be a tough challenge, with IT leaders in disagreement about the best ways to improve service levels. A survey of IT leaders in 16 countries by Axios Systems found a diverse range of strategies – with no clear consensus regarding the approach most likely to pay off.  26% of […]

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Why “customers” have taken ITSM on the wrong road

The mindset of delivering IT services to “customers” has stopped ITSM from delivering its true business potential.  Simon Kent, chief innovation officer at Sollertis says that labels such as “service provider” and “customer” have created a them/us mentality which has negated efforts to focus IT on business needs. “We think that by fixing an IT […]

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Customer self-service the priority for Richmond ServiceDesk v10

Service desk software provider Richmond Systems has pledged to make good on the promise of self-service with the latest release of its ITSM software.  By using the latest web-standards, Richmond ServiceDesk says the customer service portal at the heart of v10 will deliver the sort of consumer-friendly experience users demand when seeking help.  “The customer […]

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Becoming the world’s most awesome service desk!

In this two-part guide, ServiceDesk360 community manager Toby Moore explains the mindset change that will help you become the world’s most awesome service desk. Welcome to the beginning of the Service Desk revolution, and the start of your journey to becoming the most spectacular and exciting IT department you have ever seen. Over the coming months […]

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LANDESK Fuse aims to deliver “user-orientated IT”

As part of its efforts to help businesses deliver user-oriented IT, LANDESK has launched a product designed to deliver IT services with the convenience and usability of consumer-led online services. LANDESK Fuse is designed to mimic the interface, speed and simplicity of online stores such as Google Play and iTunes, helping customers locate and use services […]

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