Supercharging Self-service with Virtual Agents

AI – the new normal prerequisite Business priorities are shifting. Employees’ expectations are rising. Simply put, the world around us is changing. And so should your service desk. AI is everywhere, and now it is redefining ITSM to provide end-users with a superior experience. Why wouldn’t they, right? While building a self-service culture around IT…

Top 8 IT Asset Management Challenges and How to Overcome Them Using ITIL 4

The hardware and software required to deliver IT services are critical to running today’s organizations from an operational perspective – not to mention representing a major investment. It’s therefore crucial to ensure these IT assets are effectively managed, controlled, and protected. It’s also essential that any risk associated with the deployment and use of these…

THE STATE OF IT SERVICE MANAGEMENT IN A VOLATILE 2021

Written in partnership by The Service Desk Institute, this 2021 ITSM report will look at the thoughts and predictions of IT Teams, from the skills service desk analysts of the future will need and the state of their emotional wellbeing, to how automation is impacting individuals organisations and generally how IT professionals feel about the future of the industry in such a volatile environment.