Automating processes within your service management strategy reduces repeat work to make it easier for your team to get stuff done. Your service management solution should allow you to customize…
7 Most Useful Ticket Automation Rules
Things That Merit Consideration During Service Desk Implementation
The route to successful integration, now more than ever, lies in building and implementing a comprehensive and employee-focused service management strategy.
10 Most Common Help Desk Problems
Here is a list of the 10 most common types of IT help desk calls. How does it compare to your list?
7 Ways IT Data Powers the Service Desk
Data is only valuable if you use it to solve a problem. Look no further than the IT service desk for a number of possibilities. Here are seven IT service…
What’s the Average IT Service Desk to Employee Ratio?
It's common to hear that the IT service desk staff has become so swamped with work that they feel like full-time IT "firefighters," working long hours and straining to keep…
The Ultimate Service Desk Metric
According to ITIL, service management is “a set of specialized organizational capabilities for providing value to customers in the form of services.” It’s important to remember that customers (in this…
6 Problems Your IT Service Desk Should Solve
Today’s IT service desks and IT organizations face countless challenges. These challenges can be effectively overcome with a comprehensive IT service management (ITSM) strategy, and the right supporting solutions in…
Make Reporting a Part of Your IT Service Catalog
With an effective employee service management strategy, you can ensure that internal resources are aligned across departments. The service catalog lets you create a menu of services for employees to…
The Benefits of a Successful ITIL Incident Management System
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.
How Artificial Intelligence Can Lower Service Desk Resolution Times
Though these pieces of functionality are common in consumer products, they can also drastically reduce resolution times from the service desk, creating a better customer experience.