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

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

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

Lately, a recurring theme has been the ‘true prospects’ of AI in IT and how to implement it. While folks are excited about the possibilities, they’re also cautious about giving in to the hype.

The increasing adaptation of Artificial Intelligence (AI) is revolutionising how organisations interact with their customers. But there’s one question lingering on everyone’s minds. Can AI truly replace human agents in customer support?