7 Skills Every Customer Service Manager Needs
If you’re looking for an upward career movement in customer service, you need to be prepared to deal with difficult situations from day one. Be it face-to-face, over phone, email…
You need these 5 features in your ITSM chatbot
You need these 5 features in your ITSM chatbot With advances in AI, the obvious discussion arises, how to make work-life easier? How to minimize time spent on mundane tasks?…
The role of Workforce Management in building future-ready support
The role of Workforce Management in building future-ready support 2 years into the pandemic, the business landscape has changed with the speed of light. While 74% of professionals expect remote…
Most in-demand ITSM skills for 2022
Most in-demand ITSM skills for 2022 According to Gartner, the global cloud ITSM market is expected to grow to over $12 billion by 2025. ITSM now is more important than…
Building a business case for Intelligent Service Management
Building a business case for Intelligent Service Management Traditional IT service management solutions often fall short when it comes to innovation. While legacy systems are tailor-made to perform one or…
Does the rise of DevOps spell the end for ITIL?
Does the rise of DevOps spell the end for ITIL? One of the most challenging things when writing about DevOps and ITIL is finding the perfect phrases to define both…
The Weak Password Report 2022
The Weak Password Report 2022 Password attacks are on the rise because passwords themselves are very vulnerable to attack. What specifically makes them vulnerable? This year’s Weak Password Report takes…
15 Top Customer Service Metrics That You Should Be Using
Tracking productivity and performance of the customer service function emerged as the #1 challenge of customer service leaders through the pandemic crisis, as per The New CX Mandate report. Whether…
ITSM Resolution: Don’t Overspend On Tool Features
Did you know through 2023, I&O leaders will overspend by $750 million* on buying unused features of ITSM tools? That’s almost $150 million more from $600 million spend in 2019.…
The IT agenda for 2022
The IT agenda for 2022 The Hackett Group’s 2022 Key Issues Study reveals technology’s top 10 priority objectives to help businesses plan their goals and tech investments to accelerate digital…