IT service management software provider Marval has achieved the international standard for information and data IT security: ISO/IEC 27001. (more…)
The ability for customers to solve their own problems without interacting with humans means that service desks still delivering ‘tier 1’ support should urgently investigate ...
Our mystery service desk manager writer has revealed herself as Emma Lander; an IT manager turned copywriter. Here she explains how gamification can be used ...
The number of jobs involved in developing Artificial Intelligence (AI) has increased threefold since 2015 and the UK is at the epicentre of this employment ...
Chatbots seem like the perfect solutions for overworked service desks. But how do you effectively employ them? Simon Johnson of Freshworks explains. (more…)
Visitors to SDI18 were advised to learn from an impressive and eclectic line up of speakers during the conference. But most importantly, they must put ...
A new approach is needed to motivate service desk professionals tired of being bombarded with the same, unimaginative messages. Geoff Ramm, keynote speaker at SDI18 explains. (more…)
Cybersecurity is the “greatest manmade challenge of our time” according to BT’s head of security futures. While the service desk may appear to have limited capacity to help, James West believes it could have a major impact on reducing cybercrime. (more…)
Customer experience is no longer a nice-to-have SLA. Natalie Calvert explains the two reasons service desks need to understand the critical nature of customer experience – both to their own operations and the entire business. (more…)
The Service Desk Institute’s annual Conference is renowned for the education and networking opportunities it offers service desk professionals and this year is no exception. Here’s what to expect from SDI18. (more…)
Digital transformation is supposed to usher in a new era for business IT based on collaboration, pragmatism and delivering value. James West fears that organisations are just paying lip service to digital transformation while retaining their focus on the wrong things. (more…)
Is the concept of the ‘agile service desk’ just hype, or are there tangible benefits to be gained from the agile way of working? Robert van der Gulik of TOPdesk has first-hand experience of what the agile service desk really looks like. (more…)
MSPs are enjoying a period of popularity fuelled by favourable market conditions. Yet as demand increases, so does competition, so how can MSPs use marketing to stand out in this crowded market? (more…)
Businesses are freezing spending on devices and data centres and significantly upping their investment in software and IT services. (more…)
It was once the first step on the IT career ladder. Yet now IT support jobs are growing in stature and becoming a business critical role. Eric Wright of Richmond Systems explains what has changed and what it means for service desks in the future. (more…)