assyst Blog / Service Desk (3)

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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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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Winning at Self-Service: What do Users Want to do?

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 …

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Winning at IT Self-Service: Focus on Value, not Cost

Organizations who start out on an IT self-service initiative with a focus on reducing IT costs usually find that costs go up. Why?

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The Key to Self-Service Support Adoption

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.

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Service Desk Challenge: Get the Right Service Desk Tools

Service desk software is a core part of our unified ITSm platform

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Service Desk Challenge: Facilitate Peer Support

How can you facilitate peer support at a global scale?

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 …

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Service Desk Challenge: Increase IT Customer Satisfaction

How can your service desk increase IT customer satisfaction?

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 …

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Service Desk Challenge: Keep up with Business Change

How can the service desk keep up with the pace of business change?

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 …

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Service Desk Challenge: Real World Business Prioritization

How do you know if your service desk agents are working on the issues that are really important?

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 …

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