Here’s a look at the functions ripe for service desk automation, from our guest blogger, the service desk manager for a leading UK organisation. (more…)
VeriSM is a new approach to service management gaining significant attention. We spoke to Claire Agutter, the chief architect of VeriSM to find out what ...
Is digital transformation a strategic initiative far removed from the day-to-day IT operations such as service desk? Or is it failing because it’s starting in ...
The blurring of lines between internal and external service is creating mutual benefits for both services desks and contact centres. (more…)
Ivanti is attempting to allay customer fears about the potential impact of GDPR by improving its reporting solution. (more…)
Intelligent automation and AI will make workplace outsourcing far more effective and businesses should be prepared to restructure their contracts accordingly according to industry analyst Gartner. (more…)
IT leaders may have been applauded for defiantly refusing to upgrade IT systems, but their parsimonious ways are now slowing the business down and costing money. (more…)
Just because you’ve built support options, doesn’t mean they are right for customers. William Culbert of Bomgar explains what you should be checking to ensure your helpdesk customer service is performing. (more…)
IT Change can be highly disruptive to service desks and this is why Peter Hubbard of Pink Elephant says it’s time to catch a CAB. (more…)
Teresa May is banking on the IT sector to draw attention away from interest rate rises and help ensure Britain remains an economical powerhouse post-Brexit. (more…)
It’s being described as the ‘most substantial architectural and visual update’ to its customer support and helpdesk software ever and it’s called Freshdesk Mint. (more…)
Our new guest blogger is a service desk manager for a major UK organisation. Here we learn the service desk challenges faced and the proposed solutions. (more…)
The extent of the IT security challenge is proving too much for some small-to-medium sized businesses. Mike Puglia, chief product officer, Kaseya says that outside help from MSPs may be the best option. (more…)
SITS18 has announced call for papers and you can now listen to recordings of this year’s sessions to get inspiration for your submissions. (more…)
Secure screen sharing arrives as Bomgar responds to prevalence of Apple mobile devices in the workplace. (more…)