The service desk as the single point of contact helps enable a stronger shift-left strategy and the delivery of consistent and high-quality customer service.
Date Published July 7, 2020 - Last Updated December 10, 2020
Poor ticket quality, which can increase the mean time to resolve and negatively impact customer satisfaction, should be measured at all levels of support.
Date Published June 23, 2020 - Last Updated October 10, 2024
Now is the time to nurture your connections with your professional network, your coworkers, and your customers.
Date Published June 17, 2020 - Last Updated December 10, 2020
Become an A11y through ITSM by making your systems, customer portals, websites, publications, and more accessible.
Date Published June 11, 2020 - Last Updated December 10, 2020
For a successful service catalog implementation, you’ll need to agree on the definition of service and understand your customers’ needs.
Date Published June 10, 2020 - Last Updated December 10, 2020
You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team.
Date Published June 2, 2020 - Last Updated December 10, 2020
Industry experts and practitioners discussed the future of service and support in this one-day virtual summit.
Date Published May 29, 2020 - Last Updated December 10, 2020
The IT culture we’ve known will not survive in the 2020s. It is up to us whether IT provides the competitive advantage that helps our companies survive.
Date Published May 27, 2020 - Last Updated December 10, 2020
Enterprise Service Management extends the use of service management practices, processes, and tools across business units outside of IT.
Date Published May 26, 2020 - Last Updated December 10, 2020
With competition so high and failure so public, a CSAT program gives your company the data it needs to ensure the customer experience remains positive.
Date Published May 19, 2020 - Last Updated December 10, 2020