The IT service desk plays a critical role in helping organizations support business users and make sure enterprise technology works as consistently as it should. This primary role for the service desk creates a situation in which most corporate leaders look at IT service management solutions as a cost sink. ITSM solutions are a necessary component of doing business, but executives can often be ... Continue reading 5 Ways to Prove the Importance of the Service Desk
Traditionally speaking, IT support functionality is divided into three key tiers - IT help desk, IT service desk and IT service management. The theory is that a help desk is a basic solution that provides core ticketing functionality, a service desk offers slightly more advanced features like change management and an ITSM suite goes deeper into offering more mature IT service functions. These ... Continue reading Help Desk or Service Desk - Which is Right For Your Organization?
An IT service desk revolves around its dashboard. The workflow management and ticketing systems are key to keeping everything ticking, but IT and support professionals will use the dashboard as the central hub for day-to-day activities. With this in mind, it is vital that businesses emphasize dashboard quality when investing in a service desk solution. Continue reading 5 Elements of a Great Service Desk Dashboard
Establishing a service catalog helps organizations take control of solution delivery within an organization. The solution is becoming more important as the consumerization of IT trend takes hold in the enterprise. While the benefits of building a service catalog are fairly clear - IT teams give employees consumer-like access to technology services that are vetted by the organization, creating a ... Continue reading 5 Key Elements of a Service Catalog
Incident management represents the entry-level cog in an effective IT service management machine. An incident management platform enables organizations to establish workflows to analyze support tickets and filter them on through the service desk based on the various challenges and demands they face. Managing incident workflows effectively is key to maximizing efficiency in this area and ... Continue reading 5 Key Elements of an Incident Workflow