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…
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…
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…
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…
Successful incident management will prevent these problems from interrupting business processes (any longer than necessary) or impacting other IT services.
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.
The service desk is the hub that supports all business-related technology that helps businesses generate profits – but in and of itself, the service desk doesn’t turn a profit for…
