Winning at Self-Service: What do Users Want to do?
by Martin Stewart on 30-Jun-2020 14:30:00
What you put into your self-service portal dictates its appeal to end users as a support channel. What does it let them do? What can they achieve through the portal? To decide what you're going to include as a priority, you'll need to engage with IT customers and analyse your historic …
Winning at IT Self-Service: Focus on Value, not Cost
by Martin Stewart on 29-Jun-2020 14:30:00
Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why?
The Key to Self-Service Support Adoption
by Martin Stewart on 26-Jun-2020 15:00:00
Winning at Self-Service Support Relies on Knowing What Users Really Want The #1 reason why self-service initiatives fail is lack of engagement with the people who will use your self-service portal.
Service Desk Challenge: Get the Right Service Desk Tools
by Markos Symeonides on 26-Jun-2020 15:00:00
Service Desk Challenge: Facilitate Peer Support
by Markos Symeonides on 25-Jun-2020 15:00:00
This is article 7 in a series of 8. Read article 1 in the series here. The Challenge In many cases, the service desk is not the first source for technical assistance. People frequently ask their colleagues for help before they call the service desk. Maybe they don’t want to look sill …
Service Desk Challenge: Increase IT Customer Satisfaction
by Markos Symeonides on 24-Jun-2020 15:00:00
This is article 6 in a series of 8. Read article 1 in the series here. The Challenge The service desk is the face of IT—and for many IT customers, the only touch point with IT. As a result, much of the responsibility for the IT customer experience and customer satisfaction ratings fa …
Service Desk Challenge: Keep up with Business Change
by Markos Symeonides on 23-Jun-2020 15:00:00
This is article 5 in a series of 8. Read article 1 in the series here. The Challenge Where business prioritization is about doing the right things in the right order today, the service desk also needs to make sure that support capabilities are evolving to align with what the business …
Service Desk Challenge: Real World Business Prioritization
by Markos Symeonides on 22-Jun-2020 15:00:00
This is article 4 in a series of 8. Go to number 1 in the series here. The Challenge Businesses are dependent on technology, so the role of the service desk is critical to end user productivity and business performance. But not all IT services are of equal value to the business, and t …
Service Desk Challenges: Increase First-Time-Fix Rate
by Markos Symeonides on 19-Jun-2020 15:00:00
This is article 3 in a series of 8. Go to article 1 in the series here. The Challenge When the phone rings, the service desk needs to fix the issue fast and fix it right. IT customers expects quick and decisive action. For the service desk, the goal is to live up to this expectation, …
Service Desk Challenges: Reduce Call Volumes
by Markos Symeonides on 18-Jun-2020 15:00:00
This is article 2 in a series of 8. Go to number 1 in the series here. The Challenge A high volume of calls is the number one headache for the service desk. Sometimes it seems like everybody is just too busy logging calls to have any time to deal with the issues and requests. The pho …
Service Desk Challenges: Find, Keep, and Motivate Your Staff
by Markos Symeonides on 17-Jun-2020 15:00:00
This is article number 1 in a series of 8. The Challenge The quality of your IT customer experience mainly relies on the calibre of your service desk analysts, so having the right people is critical. The service desk is the “human face” of IT and for many end users it is the only tou …
How to get Employees to Use and Adopt the Self-Service Portal
by Markos Symeonides on 11-Jun-2020 15:00:00
6 Ways Automation and AI are Transforming Service Desks
by Markos Symeonides on 10-Jun-2020 15:00:00
Home Working: 5 Challenges your Service Desk is Facing...and How You Can Solve Them
by Markos Symeonides on 08-Jun-2020 15:00:00
Home Working is Changing the Shape of Service Desk Demand
by Markos Symeonides on 05-Jun-2020 12:21:26
Millions of people are working at home for the first time for weeks now—some are working for organizations that previously told them that “It can’t be done”. Now that this misconception has been disproved, when this situation is all over, millions of first-time home workers will want …
How to Provide the Right IT Support for Home Workers
by Markos Symeonides on 04-Jun-2020 11:24:25
Your employees have never needed as much support as they do now. For most organizations, this is reflected in a sharp increase of the number of IT tickets and requests—relating to devices, communications, access, security, using new technology and more. To maintain workforce productiv …
