Service Desk Archives

IT Service Desk Life in 2017

Posted by Ann James
on September 13, 2017

The findings of the Sunrise Mobile and Summer Survey are in and make interesting reading. So, what did we find out about IT service desk life in 2017?

Your IT Self-Service Initiative Failed – Why?

Posted by Stephen Mann
on August 17, 2017

Here we skim the surface of a new “Realizing ROI from Self-Service Technologies” report, also looking at key obstacles to IT self-service success.

Could the Future of IT Self-Help Be Intelligent Self-Service?

Posted by Martin McKenna
on August 8, 2017

The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?

3 Ways Real-Time Translation Helps With Multilingual Support Needs

Posted by Tom Tseki
on July 20, 2017

Using artificial intelligence and machine learning, provides quick and accurate translation across communication channels, notably chat and ticketing.

5 Ways New Technology is Changing IT Support

Posted by Ivor Macfarlane
on July 18, 2017

Following our webinar on how technology is changing the IT support landscape, we answer the top 5 questions raised. Plus preparing for the next 5 years.

What if your IT service desk was in Westeros?

Posted by Sanjeev NC
on July 17, 2017

With Game of Thrones returning to our TVs, and other devices, here are a few GOT-inspired IT support and IT Service Desk memes for your entertainment.

5 Approaches to Eliminating Language Barriers in IT Service Desks

Posted by Tom Tseki
on June 20, 2017

Surveys are showing that traditional multilingual support approaches are showing signs of ineffectiveness, leaving a big void for some service desks.

Employee Experience is The Only Metric You Need

Posted by Pasi Nikkanen
on May 23, 2017

How do you make employee experience your most meaningful IT service management metric? Here Pasi Nikkanen shares his insights.

The Power of Chat for IT Support

Posted by Jonathan Munn
on May 18, 2017

Chat for IT support is still a minority access and communication channel, but it should be doing so much better. Please read on to find out why.

Service Introduction: The Critical Link Between IT Projects and Service Delivery

Posted by Elina Pirjanti
on May 4, 2017

In this article you’ll find practical information on how to better link your IT projects and service delivery. Including examples of the tasks involved.