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Service Desk

89 posts in this category
 

Getting a job on a corporate IT service desk is a great idea if you want a career in IT. The IT service desk is a common entry-level role into the IT industry, which...
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You’ve probably heard by now that IT self-service portals are all the rage. But is it all just a fad or is self-service the direction that every IT service desk needs to be taking?...
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Sometimes you need to take the time to step back to see where your IT service desk could do better. Including where it sometimes manages to make issues for itself that just go unnoticed...
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The request fulfillment process is an important one for the IT service desk, but I often find that it gets forgotten about, or at least left at the bottom of the pile – with...
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Recognizing and rewarding the performance of your IT service desk agents is of paramount importance. Why? Because an IT service desk can be a tough place to work – the negativity of end-user complaints,...
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IT self-service continues to be an in-vogue capability for overstretched IT support organizations and a key IT service management (ITSM) area of interest. But how much difference will the introduction of self-service make to...
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I’ve now been back from the Service Desk Institute (SDI) 2018 conference (SDI18) for nearly two weeks and I still can’t believe what a whirlwind of IT service management (ITSM) and service desk knowledge-sharing...
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The ITIL Practitioner Guiding Principles aren’t just for management. Here are some examples of how service desk agents can use them too. I often talk to people about the ITIL Practitioner’s Nine “Guiding Principles,”...
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We have long left the era of traditional IT help desk or service desk models, where break-fix or incident management reigns. These no longer meet the expectations of the consumers and citizens living and...
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Consider this scenario. After a few months of work, your IT organization has rolled out the new self-service portal. There were a few announcements made in the corporate newsletter, and service desk agents are...
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“Walk-up” is perhaps the oldest of IT support channels. In the late 1980s, if you had an IT issue you’d probably need to track down someone who could help. You could call someone you...
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Call it human nature, politeness, or political correctness. Maybe it's just easier, but we humans, generally speaking, are kind when dealing with people. When the waiter asks how the meal was, we tend to...
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When you work on a service desk, calls from angry users can be very hard work, not least because of the way we’re likely to feel about them. Being at the other end of...
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While smart, connected devices in the home such as Amazon’s Echo get much of the media attention around the Internet of Things (IoT), there are many other IoT use cases already in the wild...
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Categorization is a critical aspect of many IT service management (ITSM) processes.  Categorization helps us: Route work associated with an incident or a request Produce effective management reporting that enables further analysis or process...
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One of the biggest problems we have to deal with in IT service management (ITSM) strikes whenever we fail to meet the expectations of our customers and users. No matter how good the service,...
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It isn’t often I get to start an IT service management (ITSM) blog with a William Shakespeare quote, but he put it perfectly in Romeo and Juliet: “What’s in a name? A rose by...
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IT organizations often spend huge amounts of time, money, and other resources on managing incidents, but they spend surprisingly little on problem management work that might reduce the number of incidents in the first...
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Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects are strewn...
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ITIL® tells us that there are three components to business value: Business outcomes Customer perception Customer preferences Once this has been successfully memorized for the ITIL Foundation Certification exam, most people then forget it....
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“Customer experience” you say. What the heck is that? If this sounds like you, don’t worry, you’ve come to the right place. You see we’re big evangelists of the customer experience and believe that it’s...
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I recently ordered some items from a web site that I’d used before. The checkout price was $30, which I paid with a credit card and then forgot about it and got on with...
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My colleague Ivor McFarlane once described the concept of intelligent disobedience to me. This term was first used in relation to guide dogs.  Service animals need to be trained to obey their owners. However,...
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Your IT service desk staff are hopefully warriors, battling incidents and tirelessly delivering against service requests on a daily basis to ensure the smooth running of the technology that supports and drives your organization...
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Ever hear that ITSM (and ITIL) are not about the processes? If that’s true, then why are the ITIL volumes full of processes? Incident management, change management, release, and so on. Twenty-six of them,...
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Has this ever happened to you? You’re asked to look at a pressing issue and report back your findings and ideas at the next management status meeting. You interrupt what you're doing, invest time,...
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I was riding home on my bike recently when the traffic lights turned red, as they do.  I stopped, and waited for them to turn green again so I could go.  There were cars...
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As an exhibitor, it seems to take forever to plan for the Service Desk and IT Support Show (SITS) but, once you are there, the two-day event is a case of “blink and you’ll...
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I was trying to get support from a supplier recently and, after considerable delay in reaching a service desk agent, I was upset to be able to hear the boredom in his voice.  It...
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Leading and managing an IT service management (ITSM) team can be tough. Not only do you need to think about your own performance, how you feel about your job, and your motivation, there are...
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Are you going to the annual Service Desk and IT Support Show (SITS16) in London? It’s a free-to-attend IT service management (ITSM) and service desk event where not only do you get to see...
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If you ask what a service desk is you might get any of these responses: IT operations or IT service management (ITSM) team: “The team we give the responsibility of dealing with IT issues.”...
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Today’s tech-savvy customers are taking their consumer-world IT issues into their own hands, with customers now looking online for answers in preference to calling or emailing the supplier to help them to fix the...
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Working in IT can be difficult at the best of times, with operational and organizational change often a particularly difficult “nut to crack.” We can, of course, use proven methodologies and techniques, such as...
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Working on an IT service desk can be a thankless task at times. There’s a reason why it’s generally accepted that there is often a finite shelf life for people in the service desk...
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Great IT services create value for customers, with a focus on customer experience and customer satisfaction. Organizations that deliver IT services must manage a balance of people, processes, and technology. When it comes to...
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IT services – actually all services – look different to those supplying them and those receiving them. This separation of perspective is not at all trivial: on the one hand, there’s the customer who...
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New Year’s resolutions are traditional at this time of year. So I’ve been thinking about what would be great resolutions for people who work in IT service management (ITSM). Here are my top five...
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While we were at FUSION, the joint itSMF USA and HDI IT service management (ITSM) conference, we asked a number of the IT and ITSM professionals in the Expo Hall three quick questions about...
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You’ve no doubt heard the saying "if you can't measure it, you can't manage it." Therefore, naturally, we try to measure things so we can effectively manage them. Makes sense, as far as that...
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Customer satisfaction isn’t only about the quality of the service you deliver, it’s just as much about how well you set and then meet customer’s expectations. The most important thing to get right when...
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Is first contact resolution (FCR) a good KPI for the service desk and incident management? Many corporate IT organizations think that it is – after all, it’s definitely one that’s prominent in the ITIL...
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We live in an age of measurements and analytics, where organizations like to calculate how well they are doing, and how well (or badly) their employees are performing. This applies to IT service management...
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In many organizations there is a separate information security team that deals with all things relating to security. This team is responsible for designing and implementing all the controls needed to protect the organization,...
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It’s human nature to seek out others to communicate.  Through communications we learn, relate, help, influence, and play.  Communication is the currency and propellant of our society. Thanks to technology we are connected and...
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I really enjoyed delivering a webinar with Stephen Mann recently.  The webinar, which was called Real-World Tips for Self-Service Success, attracted a large audience, and generated some great feedback. If you missed the live...
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Everyone knows that incident management is designed to manage the overall life of an incident. Start to finish. Cradle to grave. But what does that really mean? The standard, accepted practice is that (most)...
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Sadly, many IT departments don’t see the importance of delivering great customer service to their end users. After all, it’s not as though the end users can leave them for another support provider, right?...
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Sets of best practices for service management – like ITIL for example – are full of good ideas and good advice, and all that good information is valuable, but sometimes you are able to...
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It’s summer time in the Northern hemisphere, and many of us are getting ready for our annual holidays. It’s really great to get away from work for a while, but some people don’t get...
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TV programs such as The IT Crowd and the Dilbert comic strips convey IT teams and service desks in a comical yet often negative manner. They are very funny, I know I laugh at...
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Many IT organizations see employee self-service as a ‘knight in shining armor’, ready to solve all their service desk issues in one quick project. However, for many organizations, their investment in self-service often results...
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Georgetown University Law Center is home to high-profile professors who have served for the U.S. Supreme Court as well as graduate students streaming in from 67 countries. Situated just a few blocks from DC's...
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Recently a customer asked me how many different categories they should have for managing incidents. They seemed to think that, like a magician, I could pull an “ideal” number of incident categories out of...
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How many times does the word ‘communications’ get mentioned as an issue in your organization (and we’re not referring to networks and routers)? The basic human function of communicating information accurately and appropriately between...
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. When I started in the IT industry I was a fairly junior hardware engineer. One day I went out with an experienced engineer to learn about a particular mini-computer that he was going...
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Over the last few weeks I had the opportunity to speak with several customers in various industries about the exciting and quirky ways that they’re using SysAid’s ITSM solution in the field. I’m truly...
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Think Nike is in the athletic shoes and apparel business? Not on your life. “Nike sells shoes but it’s not in the shoe-selling business. It’s in the business of selling emotion and aspiration. Nike...
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There’s no law that says different IT service management (ITSM) solution vendors can’t play well together. In fact some of my favorite people work for the competition, or used to. Last year I spoke...
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The launching of a self-service portal – a web-based application aimed at the end users,  providing 24/7 access to IT services and support – has been on the IT service management (ITSM) “hot tickets”...
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When looking at ways to improve your IT support and service desk, it’s always useful to take a look at what managed service providers (MSPs) are doing, since their entire business is based on...
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Why do I keep reading such statements as “get rid of IT from ITSM?” Is it that Service Management simply needs to get out of the IT world? I can get that—we want to...
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“The customer is always right,” right? Whether that old adage is true is irrelevant.  But there is another saying that should be plastered on the walls of every IT help desk: The Customer is...
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When I ask people how they acquire the knowledge they need to do their jobs they describe a huge variety of approaches that work for them, including working with other people, attending training, reading...
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A service catalogue offered as a self-service facility can bring a number of benefits to both the IT organization and their customers. For example, it can provide IT with an opportunity to streamline the...
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The less complaints from customers, the better, right? Well, not exactly. When it comes to customer service many companies believe that receiving fewer complaints means their customers are indeed happy. However, research proves that...
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Quick word association. I say “Customer Service” and you say.... No wait time High 1st call resolution Rapid issue resolution and service delivery Friendly, knowledgeable support staff All good stuff, to be sure. But...
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Your Chief Financial Officer (CFO) is responsible for the financial health and prosperity of the company. In very simple terms, the future of the company depends on more income and outgoings. These days IT...
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There is currently a lot of good industry guidance and advice around how IT organizations need to get out and engage with their customers. This is essential in order to develop a positive and...
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If you’ve ever attended one of our courses, then you must have heard the term Let SysAid Work For You. This might sound like a slogan we use in order to sell SysAid, but...
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Service. For such a simple word it sure can mean a lot of different things to different people. For sports fans a good service is a critical part of tennis success. For the religious,...
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Seems like everybody's talking about Service Level Agreements these days. What's the big deal? Can't we just deliver good service, and not waste all this time with Service Level Agreements? Not if you want...
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Did you know that the recruitment of skilled labor in specialized areas like information technology has become highly competitive? According to a recent CareerBuilder study, IT is one of the fastest-growing and highest-paying jobs...
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Following on from my last IT Benchmark blog on Knowledge Management and Reuse, this time around we are going to look at Customer Satisfaction Surveys and how to encourage responses. The Benchmark The average...
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Following on from my last IT Benchmark blog on Incident Classification Categories, this time around we are going to look at Knowledge Management and Reuse with statistics, benefits, and advice on how to implement...
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There's no doubt that today's 21st century customers are in the driver's seat. Not only do they have higher expectations than ever before, but they have no qualms about ditching their current provider for...
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Following on from my last IT Benchmark blog on Customer Access Channels and Improving Service, this time around we are going to look at Incident Classification Categories – their levels of use, the problems...
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In this day and age we have access to a lot of data and information, but we don’t always necessarily know how to use it. In a recent presentation that I conducted at the...
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Frustration, confusion, and a general disconnect all describe the current relationship between many IT departments and business-side employees. However, the concept of the Enterprise Genius Bar is improving the way help desks operate within...
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Ahead of my presentation “Get off the bench and make your mark through effective benchmarks” at the itSMF UK Conference and Exhibition next week, I wanted to start a discussion about IT metrics and...
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Famed management consultant and researcher Peter Drucker once said, “what's measured, improves.” While companies have long used KPIs in call centers for this reason, they haven't had a lot of other metrics for measuring...
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Back in my previous life, I would work occasionally with a mythical figure who could do magic—The Reporting Guy. Here was a person who could pull all kinds of details from the ITSM solution...
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Increasing productivity should be a top priority for every IT support staff. In order to get more productivity from your staff, they need to be motivated. Contrary to popular belief, financial gain is not...
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As someone who has been in the IT services industry for several years, I am often asked - what is the right price to pay for a help desk solution? This seems to be...
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For many of us in the IT Service Management world, our time at work takes up the majority of our waking life. Glued to our technology and hunched over our keyboards, it seems like...
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The word "chat" has changed its definition over the years as the internet became an integral part of our everyday lives. Today, when people say, "lets chat about it," it is highly probable that...
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This time last year, I was just about to commence a new career as a writer and ITSM Analyst, and kicked this all off with two days at SITS 2012. In that year, I...
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Every now and again, an all-too-rare thing happens to me these days—I get great customer service! More often than not, bad customer service can leave us even more agitated than the situation we needed...
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I think all of us, as consumers, can easily understand the value of good customer service, and I mean external customer service to the customer. But did you ever think about how important and...
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