In 2020, leaders too often saw technology as an all-encompassing tool to replicate the in-office environment at home. The truth is that technology can never replace the need for leadership to set expectations and to provide a human touch to the work-at-home environment.
Date Published January 18, 2021 - Last Updated January 14, 2021
As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters.
Date Published January 12, 2021 - Last Updated January 28, 2021
In the coming year, businesses will shift to a hybrid virtual/physical workplace for the long term, and IT service providers will need to adapt to meet the needs of this changing workplace. Here are some suggestions for how to do that.
Date Published January 11, 2021 - Last Updated January 29, 2021
Good leaders build strong relationships with those who report to them, and that requires being open and honest in your conversations. Here’s how one manager cemented a relationship that has lasted throughout a career by sharing a moment of heartbreak.
Date Published January 6, 2021 - Last Updated December 23, 2020
There is so much more information that can be gleaned from metrics beyond the raw numbers offered about self-help page views. In this second installment of the Self-Service Metrics series, Chris Chagnon offers key steps to take to turn data into action.
Date Published January 5, 2021 - Last Updated January 14, 2021
Too often, new initiatives are derailed because frontline workers have not been brought in for input at the early stages of planning. If you include employee input, your organization might benefit, as employees will feel valued and want to see new processes succeed.
Date Published January 4, 2021 - Last Updated December 23, 2020
A well-done value stream map helps organizations understand what the customer values and the most efficient way of delivering that value.
Date Published December 28, 2020 - Last Updated December 14, 2020
The value of a good problem management practice is more than just identifying and resolving causes of incidents.
Date Published December 27, 2020 - Last Updated December 16, 2020
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Date Published December 26, 2020 - Last Updated December 14, 2020
While the implementation process for a chatbot is relatively easy, you must establish a strategy that lets you experiment and learn from the experience.
Date Published December 23, 2020 - Last Updated December 14, 2020