Service Desk Archives

What Should an IT Department Measure?

Posted by Stuart Rance
on March 7, 2017

Here we look at how to successfully measure user satisfaction, and we take a look at benchmark data from HappySignals to see what you should be measuring.

Service Desk and the Human Firewall

Posted by David Bullock
on February 21, 2017

The service desk is now part of the new human firewall required to combat the darker side of life online. Here David Bullock explains more.

Improving IT Service Delivery – We All Need a Little BRM

Posted by Martin McKenna
on February 16, 2017

How can you formalize BRM to help gain a better understanding of the linkage between IT decisions and business performance?

Redefining Service Delivery (from Meek to Magic)

Posted by Damian Bowen
on February 14, 2017

A nine step journey on how take your service delivery from something perfectly capable to something which delivers value to the business and its customers.

Is Your IT Organization Actually Ready for Self-Service?

Posted by Simon Johnson
on January 27, 2017

Simon Johnson explains how “LZS” can aid IT organizations, helping them to understand their level of preparedness for launching self-help and self-service.

IT Support and the Rise of Power Users

Posted by Martin McKenna
on January 25, 2017

Is there a simple approach IT teams can take to gain better engagement and more appropriate power users within the workplace?

7 Fun Service Desk Tips from the Greatest Wizard of all Time

Posted by Sanjeev NC
on December 28, 2016

Ever wondered what sage IT service desk and IT service management advice Dumbledore would offer to IT support teams and personnel? Well here you go…

6 Back-to-Basics Steps to a More Efficient Service Desk

Posted by Elzette Wilkinson
on December 20, 2016

It’s time to assess your service desk’s performance over the past year and develop an improvement strategy for 2017. Here’s six tips to get started.

Improving Service Desk Performance Through Gamification

Posted by Matthew Hooper
on November 30, 2016

Matt Hooper provides his advice on how to set up gamification for your service desk, along with tips on how to ensure it’s a success.

Customer Service Excellence – Now More Than Ever

Posted by Roy Atkinson
on November 17, 2016

Roy Atkinson discusses how the complexity of relationships between the service desk and its customers demands better communication and collaboration.

To Drive Self-Service Adoption – Think Like A Growth Hacker

Posted by Vawns Murphy
on November 3, 2016

By using the principles of growth hacking, you can align your self-service model as closely to the business as possible. Here we explain in more detail.

14 Ways to Streamline and Improve Your Customer Support

Posted by Stephen Mann
on May 19, 2016

This is a high-level overview of 14 opportunities to improve your customer support, with a focus on the bigger picture of service desk improvement.

11 Tips For Reducing Service Desk Agent Stress

Posted by Stephen Mann
on April 28, 2016

How do you start to dealing with service desk agent stress. Here you’ll find 11 tips to reduce stress based on latest GFI Research findings.

Service Desk Scripts: When Great Customer Support Turns Bad

Posted by Stephen Mann
on April 14, 2016

This article is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it.

6 Ways Consumerization Is Affecting the Service Desk

Posted by Stephen Mann
on April 7, 2016

Have we really understood and adapted to the consumer-driven changes that will drive service delivery and IT service desk support in 2015 and beyond?

Service Desk Articles