This is the FIRST blog in our series that explains how and why Collaboration is the Core of Service Management Excellence. In this article, we explain The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-facing experience. Offering options in the way that your customers engage with IT is essential to ... Continue reading The Value of Omnichannel Self-Service in the Digital Age
Everyone wants their IT help desk to be more efficient. However, that’s a difficult goal to achieve. Service desk employees are swamped by requests, many of which aren’t critical. Continue reading How Does Self-Service Make Your Help Desk More Efficient?
In the world of IT service management, there are considerable advantages to allowing users to resolve issues on their own. It harkens back to that old saying about the difference between giving out fish and teaching people how to catch fish all on their own. For the average users - either customers or employees utilizing a website, application or SaaS, self-service affords them capabilities that ... Continue reading 5 Must Have Features for More Engaging ITSM Self-Service
How often in your daily life do you wish you had knowledge management built into the way you think? You could have automatic, lossless recall of that day in fifth grade math class when you learned about percentages, instead of scratching your head as you struggle to calculate a decent tip for your waiter. You would never fret about whether you left the stove on accidentally. Holiday thank-you ... Continue reading Get All Your Self-service Ducks in a Row with Enterprise ITSM Knowledge Management
Self-service support desks empower both customers and employees by giving them the resources to solve their own incidents with little or no IT intervention. As the responsibilities of IT professionals vary and expand within the business world, self-service can ease the tension inherent in such a drastic change. What valuable metrics should enterprise IT service management teams keep in mind when ... Continue reading 3 Metrics Driving Enterprise IT Toward More Self-Service Support