Hosted vs. Cloud Help Desk – Which one is right for your organization?
Help desks are important. They fix immediate problems that come up in day-to-day office activities, keeping employees productive. However, there are different options when it comes to help desk, and more businesses are moving their help desk into the cloud. Hosted help desks are installed locally on your IT infrastructure, while cloud help desks sit […]
A Better Way to Troubleshoot Common Help Desk Problems
Some problems seem to pop up at every help desk, regardless of industry or geography. Employees have trouble with logging in, or find themselves staring at the “blue screen of death.” If we were making a top five list of help desk calls, those two would join printing challenges, slow network speeds, and accidentally deleted […]
4 Automations Every Team Should Develop
Successful IT teams integrate automated processes throughout the organization. According to consulting firm McKinsey Digital, up to 45% of all activities that are currently done by employees can be automated. When done right, these save time, simplifying repetitive tasks and making it easy for members within the organization to improve productivity. ITIL 4 precisely captures […]
Best IT Practices to Support Employees at Home
It’s been just over a year since the arrival of COVID-19. Over the last twelve months, many employees have start to work from home (WFH), pushing IT departments to develop creative, secure processes to enable the transition from an office-based workplace to a world where employees are dispersed in hundreds of locations. However, Even as […]
5 Tips to Prepare Your IT Service Desk for AI Adoption
Unless you’ve been living in a cave for the last two years, you’ll have seen all the hype – and sometimes scaremongering – around the power of artificial intelligence (AI). But where are we with AI for IT support, really? And what should your IT service desk be doing about it right now? This blog […]
The Key Ways ITIL 4 Impacts IT Support Best Practice
ITIL 4 – the latest version of the popular IT service management (ITSM) best practice framework – was published at the end of February 2019 or at least the Foundation Edition book was. There’s more to come in terms of best practice guidance, with the “higher-level” ITIL 4 publications and exams being released later in […]
Using Employee Experience as a Driver for IT Support Improvement
How long has your IT support team been measuring customer satisfaction (CSAT) with respect to its end users? How long has it been scoring highly? And how long have you felt that your organization’s employees – or external customers if you’re a managed service provider (MSP) – aren’t as happy with your IT service delivery […]
5 Key Ways the ITSM Tool Selection Process Has Changed (and Will Continue to Change)
Organizations have been buying – or, more precisely, investing in – IT help desk and then IT service management (ITSM) tools for the last three decades. Customer needs and wants have grown – both in line with new ITSM best practice and technological innovations – as have the needs of those who are served. […]
Key ITSM Automation Benefits – There’s Now a Third “E” to Consider
Automation has long been a key part of the IT service management (ITSM) tool success story – enabling IT support teams in particular to improve both their efficiency and effectiveness of operations. Speeding up work, and the associated resolutions and provisioning, while also reducing costs. This improved efficiency and effectiveness can be considered the first […]
5 Tips for Better IT Service Desk Metrics
IT service desks have long struggled with how best to understand and report their performance. Yes, there are many available best, or good, practice metrics available in both IT service management (ITSM) guidance and tools – but it’s still an area where many IT support professionals seek guidance. It’s as though the metrics they currently […]
