Enterprise Service Management Part 2

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.

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

 by Mike Franchetti, SDI, Customer Insight Analyst   These days, data analysis and the use of statistics extend to a number of job roles. A desirable skill is the ability to ‘tell a story’ using data instead of merely presenting values. In order for these stories to be best sellers, there are some underlying principles of

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

At a recent SDI event the service desk manager from Affinity Water, Lena Gaston, presented on ‘Service Improvement – From Chaos to Affinity and Beyond’. During her presentation Lena spoke about how, as part of her service improvement plan and with the support of the CIO, they had switched off email as a communication channel to

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