Service Desk

8 Tips for IT Service Desk Success in the New Normal

Posted by Liliana Gary
on August 12, 2020

Which eight things should your IT service desk be focused on, to be better in the “new normal,” across the rest of 2020 and into 2021? Here Liliana Gary explores.

Employee Experience Explained for IT Service Desks

Posted by Roy Atkinson
on July 28, 2020

At its heart, employee experience is subjective. It’s based on employee sentiment – positive and negative – about the organization, the workplace, the workforce, and the work itself. This article explains why it’s so important for IT service desks.

What’s a Remote Help Desk and How Do You Set One Up?

Posted by Tuan Vu
on May 21, 2020

The COVID-19 crisis has reinforced the need for remote support and the operation of a remote IT help desk. This article explains how the introduction of a remote IT help desk can be achieved – transforming IT support personnel who are acting independently into a cohesive – and more efficient and effective – IT support capability.

5 Key Considerations When Designing an Effective Service Request Catalog Framework

Posted by Graham Heard
on May 14, 2020

This article provides an overview of why a Service Request Catalog Framework is an important addition to an enterprise’s overall service strategy – and offers up five tips for you to get started in creating one.

An End-User’s View of IT Support When Working from Home

Posted by Sophie Danby
on May 13, 2020

This article takes a look at some of the technology-based aspects of working from home from the end-user perspective. With the basis of the article formed around the home-working experiences of Claire, a project manager, who like many suddenly became a “forced” homeworker.

End-User Experience for IT is Now More Important Than Ever

Posted by Sami Kallio
on April 28, 2020

In this article, Sami Kallio shares what HappySignals data tells us about the impact of the COVID-19 crisis on ITSM. For example, how are employees handling the new situation? Are they able to work? And what does IT support need to do differently?

The Impact of COVID-19 on IT Staffing and Skills

Posted by Matthew Burrows
on April 16, 2020

The COVID-19 pandemic is forcing a significant change to our patterns, both at work and from a personal perspective. Some people are finding themselves out of work, furloughed temporarily, or with an uncertain future due to the economic impact. Here Matthew Burrows explores its impact on on IT staffing in particular.

It’s Time to Improve your IT Service Desk Reporting

Posted by Ariel Gesto
on March 11, 2020

If your organization is investing significant time in creating performance reports that aren’t being read or acted upon by your department, then it’s time to put that right. To help, this article provides five IT service desk reporting tips. Take a look!

The 5 Hottest ITSM Trends and Topics for 2020

Posted by Sophie Danby
on January 23, 2020

What will we all be concerned about in ITSM in 2020? To help, here’s a poll-results-based article that looks at what will be the hot trends and topics – in terms of reader interest – in 2020. If nothing else, you’ll probably be surprised at where some ITSM topic areas have been voted in at.

ITSM Trends in 2020 – the Crowdsourced Perspective

Posted by Stephen Mann
on December 10, 2019

This article brings together the 2020 opinions of a variety of people from 18 ITSM tool vendors and two support-professional membership bodies. These are people who have, if you stop to think about it, their fingers on the pulse of what’s happening in the ITSM industry right now…

Service Management in 2020 – the 6 Key Challenges

Posted by Patrick Bolger
on December 5, 2019

This article looks at a recent report that offers guidance to IT departments entitled “Brex-IT – How will public sector IT cope in 2020?” and discusses how the challenges highlighted within the report are applicable to service management in 2020.

The Top ITSM Trends for 2020

Posted by Nicole Garrison
on November 21, 2019

Throughout 2019 there was a lot of buzz around ‘trends’ such as digital transformation, AI, and continued cloud adoption. So the question is, will 2020 be more of the same? Or should we expect to see new trends and focuses in the world of ITSM?

3 Ways to Benefit from a Service Catalog

Posted by Joe The IT Guy
on October 17, 2019

Done well, a service catalog will act as a single, consistent source of information to employees for all of the IT and business services available to them. But how should your organization leverage a service catalog? This article shares advice on how to best exploit a service catalog as a multifaceted ITSM capability.

How to Improve Your IT Service Desk Knowledge Management

Posted by Pablo Vergne
on October 10, 2019

Want to know what IT service desks that succeed with knowledge management do differently? Here we share eight tips based on what successful IT service desks have done to achieve their knowledge management success to help you on your own knowledge management journey.

Critical Ingredients for Running Your IT Department in 2020

Posted by Steve Morgan
on October 3, 2019

Here Steve Morgan shares nine critical ingredients for running your IT department in 2020 and beyond – and fear not, because the advice contained herein is just as relevant in 2020, as it was in 2010, and as it will be in 2030; with people being the number one important factor!

Service Desk Articles