Artificial Intelligence (AI) will create half a million more jobs than it eliminates according to analyst Gartner. (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 ...
Mike Puglia of Kaseya discusses why differentiation is critically important in what has become a highly competitive market for MSPs – and explains how they ...
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 ...
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 ...
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…)
Premier Foods has purchased new service desk technology from Freshworks to help improve the quality of service offered to 2,000 end users. (more…)
This case study explains how MSP Pisys.net has harnessed technology and processes as part of its expansion from local service provider to nationwide IT service outsourcer. (more…)
When it comes to ITSM toolset buying, money is being wasted and disappointment is rife. Eddie Potts of Pink Elephant UK says we must face an inconvenient truth about ITSM toolset selection to change the situation. (more…)
GDPR compliance requires cooperation between departments and functions which are not typically asked to collaborate. Melanie Karunaratne of Ivanti explains the role IT teams must play to ensure GDPR doesn’t cause problems. (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…)
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 she hopes it will achieve and what we can expect when it rolls out. (more…)