For most service desk agents, the average day is unpredictable. The phone can ring at any time, about any type of issue….
Read MorePsychology in the Service Desk: Firefighting and Burn-out
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…
Read MoreWhat is Enterprise Service Management (ESM)?
Enterprise Service Management is about applying a service-oriented business model to the way your organization works internally. It is an operational…
Read MoreWhat Is a Service Catalog? – A Quick Reference Guide
IT departments are facing pressures to align their IT services with business needs, develop standardized processes and improve the IT…
Read MoreService Catalog Implementation Challenges and How to Avoid Them
In my previous post on Service Catalogs, I outlined why having one is important and what elements should feature in a good one. …
Read More
