Is Self-Service working for you?
Posted on Friday 3 November 2017.
One of the most common topics discussed at SDI events and Service Desk Manager courses is that of self-service. The technology is nothing new, it’s already in use in a significant portion of the industry, and undoubtedly it will need to be used more in the future to meet customer demand. The business benefits can
Getting Incident Escalation Right
Posted on Friday 20 October 2017.
by Sumit De, Head of Consultancy UK TOPdesk Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process. Can I fix
Implementing a Knowledge-Sharing Culture for Better Knowledge Management
Posted on Tuesday 17 October 2017.
by Hannah Price, Consultant at TOPdesk It’s safe to say I’m passionate about the importance of knowledge sharing in the modern service desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. And to really push this cultural shift through, here’s are a few things you
How to Build an Effective IT Service Desk
Posted on Thursday 14 September 2017.
Written by Alan Conduct, Head of Support Services at UKN Group Building an effective IT service desk is not easy. With technology evolving so quickly, with companies reliant on a complex mix of hardware, software, cloud-solutions, broadband, telephony and legacy systems, you need an IT help desk that can provide support and proactively grow the business. An
What are the Next Generation of Service Desks?
Posted on Monday 4 September 2017.
Written by Mark Watson, Chief Operating Officer at UKN Group Consumers – me and you – the ‘user’ want IT support services like a service desk that are intuitive, easy to use, more about self-serve than sitting and waiting for a solution. Known as the Next Generation of Service Desk (NGSD), emerging behaviours are encouraging
The Three Elephants in the “AI for IT support” Living Room
Posted on Thursday 31 August 2017.
by Stephen Mann Some people might feel uncomfortable about artificial intelligence (AI). They might have grown up watching the Terminator movies and have yet to get past Skynet and the attempted extermination of humanity by machines. Or they might just worry that the technology will adversely affect something that’s currently inherently “human” – either