The countdown to SITS 2018 has officially begun. With online visitor registration now open, event manager Alice Fulton talks about what’s in store for 2018. The next edition of SITS will take place on 5-6 June at Olympia London. For more information and to register for a free visitor pass, please visit www.servicedeskshow.com (direct link […]
It may be unheralded, but service management is critical to delivering many vital elements of public life. David Evans of BCS explains why community and the ...
Vendors and consultants may be pushing the self-service portal concept to sell more products and services. But here, our anonymous service desk manager for a major ...
The globalisation of business means that demand for multilingual service desk support has grown. Tom Tseki of Lionbridge offers some tips on improving your language capabilities. ...
Efficient and motivated service desk staff are valuable to any organisation. But in a high-pressure environment, how do you ensure your people are meeting their ...
Customer experience (CX) continues to be one the main priorities for those providing service, and chat support is one channel that can help in this ...
When users and customers engage with IT, they expect a similar shopping experience to what they experience at home. As organisations continue to hone their digital transformation strategies, a smooth process for handling services requests is critical to creating a great first impression. Steve Morgan of Synaid IT explains. (more…)
The latest version of Bomgar remote support tool includes features designed to help service desks comply with the incoming GDPR compliance mandates. (more…)
While understanding of GDPR has improved, the specifics of how it will impact functions such as the service desk are not as clear. ITSM and security expert Stuart Rance explains what to look out for. (more…)
Mike Puglia of Kaseya discusses why differentiation is critically important in what has become a highly competitive market for MSPs – and explains how they can stand out. (more…)
Customer satisfaction is one of the most important KPIs which service desks must improve. But where do you start? Wes Heemskerk of TOPdesk explains the role and importance of customer journeys. (more…)
What new opportunities or potential challenges will have the biggest impact on the service desk industry over the next twelve months? Here’s what the experts thought… (more…)
Artificial Intelligence (AI) will create half a million more jobs than it eliminates according to analyst Gartner. (more…)
Service desk reporting is critical to understanding capacity, service quality and learning about areas to improve. Sarah Bilton of TOPdesk explains the art of service desk metrics. (more…)
It’s no coincidence that best practice is moving towards a specialism approach. As IT has become more complex, more important and more nuanced, the ‘big hit’ approach has become unrealistic. James West explains the future of ITSM improvement. (more…)