assyst Blog / Service Desk

Key strategies for reducing service desk calls

key strategies for reducing service desk calls

The service desk plays an integral role in IT service management. It’s the single point of contact between the service provider and end-users, as defined by ITIL. Being a crucial part of IT processes, it’s therefore important that the service desk teams are working at their best. But …

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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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8 Big IT Service Desk Challenges...and How to Use ITSM to Solve Them

Executive Summary In this digital whitepaper, we look at the challenges service desk managers face and the trends behind them. We will focus on the opportunities that arise from overcoming each challenge and set out practical solutions that have been proven to work. By recognizing and …

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Virtual Agent vs AI Bot: What's the Difference?

Research from EMA shows 7% of IT people don't make a distinction between Virtual Agents and AI bots—but there are differences. To make quick progress with AI in ITSM, you need to make sure everyone is on the same page. Part of our Understanding AITSM series. 🕙 3m

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5 Most-Read ITSM articles of 2020

Find out which ITSM topics were most popular with your peers. It's no surprise that ITIL 4 dominates the hit list for 2020. 🕙 3m

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What is AITSM?

Part of our AITSM series. 🕙 3m

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ITIL 4: What's new in Incident Management?

The purpose of Incident Management remains the same: get service users back online and productive as soon as possible. What has changed is the way we do that: The way incidents are detected and logged. The way customer interaction happens. The way issues are diagnosed. The way fixes a …

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How Advanced Service Desk Chatbots Work

A service desk chatbot feeds on data. The more data you feed it, the more it can do—increasing value for customers and reducing costs for IT. Seamless integration into your knowledge base, infrastructure, service and support data unlocks a chatbot's ability to handle a broader range o …

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How to Launch a Service Desk Chatbot

Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver. A successful chatbot implementation relies on the right approach. As a new technology, many of the requirements can only be discovered through …

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De-stress Your Service Desk With Detect-and-Correct Automation

Imagine if the phones stopped ringing. Imagine if you had time to deal with the repeat issues that have been bugging your service desk team forever. Imagine you could finally tackle those improvement projects which have been piling up for months. Detect-and-correct automation automati …

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