Contributions and opinions from service desk and ITSM thought leaders
AI and machine learning promise to revolutionise the way IT services and support are delivered. Steve Morgan of Syniad IT explains what you need to know and how to pave the way for the AI service desk.
Future predictions made by analyst IDC point to a very different profile and role for ITSM professionals. How will your role change?
Finding the right IT framework can transform the delivery of services and support. But how do you find the right one? Steve Morgan of Syniad IT explains.
In the third of his blogs looking at the difference between service desk and helpdesk’ Chuck Durst of Cherwell explains why understanding the distinction can be critical to gaining value from the function.
When thinking about the differences between the help desk and the service desk, are you studying semantics or strategy? In part two in his series of blogs, Chuck Darst of Cherwell Software delves further into this topic.
Employee well-being is not a ‘soft issue’, it affects lives and business productivity in a way that service desks should pay attention to. James West explains why service desks should discuss mental health.
Freshservice recently started an online debate about health within ITSM. The response to #keepITfit has been inspiring – Praveen Ramesh explains what’s happened so far.
In the first of a three-part series of blogs, Chuck Darst of Cherwell Software tracks the changing role of the IT service desk and what it means for ITSM pros.
“Out of the Box” (OOTB) is a phrase often-coined by ITSM toolset providers and by customers implementing a new tool. Steve Morgan of Syniad explains why it’s not possible.
Eric Wright explains the huge difference between ticking the boxes and offering service desk value that is indispensable to the success of the business.