My experience of turning off email to the service desk, Lena Gaston, Affinity Water
Posted on Wednesday 19 July 2017.
When I mentioned turning off email at an SDI event a couple of months ago, the look of sheer joy on some faces and shock on others was the catalyst for this blog. I started with my current employer just over 12 months ago. The service desk was outsourced and the journey to build an internal
Enterprise Service Management Part 2
Posted on Friday 14 July 2017.
By Scarlett Bayes, Industry Analyst, SDI In Part 1 of this blog we looked at what Enterprise Service Management (ESM) actually is, and how it can benefit a business. We previously discussed that ESM best practice and processes can be implemented throughout a business in order to improve efficiency, effectiveness, and self-service. There are many functions
Keeping it local: What are the benefits of using a local IT service desk?
Posted on Thursday 13 July 2017.
by Alan Conduct, Head of Support Services at UKN Group One significant advance for outsourcing providers and their customers has been digital transformation. Whether your company uses outsourcing for HR, accountancy, marketing or IT support, digitalisation has helped to make the outsourcing model more cost effective as well as delivering a better service too.
3 Tips to Make IT Self-Service Work – Focusing On People Not Technology
Posted on Wednesday 5 July 2017.
by Ivor Macfarlane End users, business colleagues, consumers, customers, or whatever else you wish to call them are increasingly demanding more from the IT services and support they receive from the corporate IT department. Their personal-life, consumer-world, experiences are upping their expectations of services, support, and customer services; with these expectations continually raised by
Managing End-User Expectations of IT, Support, and Access Channels
Posted on Thursday 22 June 2017.
by Jonathan Munn, Zendesk For corporate IT organisations, 2017 is so, so different to 2007. In fact, one could argue that, especially in IT support terms, 2017 is also very different to only two years ago. So much has changed in IT support – self-service has continued its march to ubiquity, chat has become
Evolution of a service desk: Andrew Shepherd, Domestic & General
Posted on Monday 12 June 2017.
In this recorded webinar presentation Andrew Shepherd, Service Desk Team Lead at Domestic and General, shows us how their service desk has been turned from a reactive team to a proactive, innovative team. Andrew takes us through his approach to transforming the service desk and describes how the team learnt more about the other teams