assyst Blog

How to get Budget for Modern ITSM Technology

In the current context, CEOs and CFOs are focused on managing cash flow and are cautious about spending. But at the same time, many organizations have discovered that they don't have the ITSM tools they need to support home working at scale. So how can you present a compelling busines …

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64% of Service Desks Struggle to Find and Keep Good Agents

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals to ask if they find it difficult to recruit, train, and retain the right service desk staff.

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What's Wrong with the First Call Resolution Metric?

For many service desks, First Call Resolution (FCR) is the "holy grail" of metrics, but should it be? Like any metric, First Call Resolution is just a number. It will tell you something—but not everything—about your service desk performance. You need to consider FCR as part of a balan …

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Omnichannel Service Desk Strategy: 3 Things You Need to Know

Part of our Omnichannel ITSM series. Good service desk strategy doesn't happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need to establish, and how these processes will flow as value chains acro …

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Multichannel / Omnichannel Service Desk Adoption

In our recent webinar, 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed the audience of IT leaders and professionals about their support channel capabilities...to find out if IT customers used one primary channel, a small number of channels, or had a …

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Why You Need an Omnichannel Service Desk

IT customers' expectations are influenced by their consumer-life experiences. They expect a range of options for communicating with retailers, service suppliers and government organizations so that they can choose the channel that is most convention to them right now. For commercial o …

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What Annoys IT Customers Most?

In our recent webinar 7 Critical Success Factors for an Effective and Efficient Service Desk, we surveyed attendees about the #1 thing that annoyed IT customers. The results were interesting...

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Service Desk Challenges: Planned vs Unplanned Work

Unplanned work (things you didn't know you needed to do when you started your day) gets in the way of planned work (things you should be doing). This is why most people end the day thinking "I didn't get as many things done as I thought I would today". That's because of unplanned work …

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Psychology in the Service Desk: Firefighting and Burn-out

  For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue.   It could be a minor issue. It could be a catastrophic system failure which is impacting business revenue by the minute (Gartner estimates the average cost of ne …

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AI in ITSM: 5 Angles to Consider

Research from Microsoft shows that over half (56%) of organizations are doing something with AI, yet only 24% of business leaders say they have a defined AI strategy. Most organizations are still in "discovery phase", experimenting on a small scale to get a feel for what's possible an …

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Service Desk Chatbots Rely on Quality Support Knowledge

Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacity...if you have the right knowledge for it to tap into.

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How Chatbots are Changing Life on the Service Desk

A chatbot can look after 30% of a service desk's tickets, giving human agents more time to focus on solving the big challenges that make a real difference. When you have a chatbot looking after the basics, this triggers a cascade of benefits which together enable the service desk to t …

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Knowledge Management: Why Integrate Knowledge into Processes?

Great knowledge management doesn't happen by accident. To succeed, knowledge must become a part of the way people work—by integrating capture and use into IT and business processes.

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Winning at Knowledge Management: Focus on Value

Focus on Value is one of the ITIL 4 Guiding Principles and one which IT leaders should keep in mind when planning a knowledge management strategy. Why?

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Winning at Knowledge Management: People and Culture

A successful Knowledge Management initiative relies on knowledge sharing. Knowledge sharing relies on employee mindset (willingness to share their knowledge) and behavior (remembering to capture it at an appropriate moment). Both aspects must be driven by organizational change managem …

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Hope is Not a Strategy: Self-Service Adoption Relies on Change Management

Self-service adoption can't be left to chance; you'll need a plan to change user behavior. No plan, no ROI. There is an old military saying: "Hope is not a strategy". Even if you build the perfect IT self-service portal, people won't use it unless you tell them about it and give them …

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