How To Set Up Your Service Desk – The People, Process, and Technology

Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving and responding to requests for support across multiple communication channels Prioritizing the requested work based on its impact on the business Communication of incidents and…

Specops Software Survey: 48% of Businesses Do not Use a User Verification Policy for Password Reset Calls to IT Service Desks

Specops Software survey highlights social engineering vulnerabilities among IT service help desks. 48% of organizations do not have a user verification policy in place for incoming calls to IT service desks, according to Specops Software, the leading provider of password management and authentication solutions. The information was uncovered as part of Specops Software’s survey of…

The Big Trends in ITSM in 2021 from Freshworks and SDI

Transformational changes continue to impact ITSM. While IT service management embraces new technologies, most organisations don’t currently have the high-level capabilities to match their ambitions. Freshworks has collaborated with the Service Desk Institute (SDI) to produce a report that determines how IT professionals feel about these new advances. The report aims to show the current…

How to Structure Your IT Service Desk to Support Process Improvements

Buying a modern service desk tool won’t solve all your problems in and of itself. Although these tools are designed to ensure general best practices are met, service desk tools must also be configured to address your organization’s specific essential protocols. In a recent Info-Tech research shows that tiered service desks with a first-tier generalist…

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…

Developing a Business Case for Your IT Project

How to Gain Executive Buy-in for ITSM Technology is critical for improving employee productivity and organizational efficiency, but getting new technology into the hands of those who need it most often takes time—a long time. The technology buying process can be complicated and unwieldy, filled with short- and long-term budget considerations and several stakeholders across…