Best Practice for Managing Service Desk Teams [+ Case Study Examples]

The stage is set, the spotlight is warming up, and an extraordinary opportunity knocks at your door! We’re beyond thrilled to roll out the red carpet for the most awaited event of the year – the SDI Awards 2024~25. This isn’t just an awards ceremony; it’s a grand celebration of innovation, dedication, and unmatched excellence

Recruiting the right people is tough – ask any service desk manager with empty seats to fill. Candidates are in short supply and those that you do see, somehow just aren’t quite what you’re looking for.

In this blog post, we’ll explore how the adoption of new AI technologies is impacting the ITSM industry and dive into some statistics related to the common challenges organisations face.

If you’re a Service Desk Analyst or you’re involved with customer focused communications and solutions in your organisation, you can enhance your skillset further and provide a world class customer experience – based on global methods of best practice. Working in a service desk & support team can be testing and demanding, especially for analysts

If you’ve ever found yourself buried under a mountain of service requests, or if your team spends more time on mundane tasks than on the strategic ones, then you’re in the right place.

Buckle up as we embark on a whirlwind journey through the maze of IT Service Management (ITSM) evolution, with a pit stop in today’s automation oasis and a sneak peek into the crystal ball of IT’s future. It’s a story of humble beginnings, dazzling innovations, and, yes, the occasional tech-induced headache. All aboard the ITSM