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Latest from Our Blog

Emma S

Robotic Process Automation (RPA) In A Nutshell

What is it and how does it work? Robotic Process Automation (RPA) is undeniably becoming a significant asset in IT Service Management (ITSM). Alongside self-service and other elements of service automation, the ability to automate basic and repetitive processes, such as data entry and batch processing, has become a popular

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Robyn Fearon

Global Best Practice and the Customer Experience

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the key topics that came up was Managing

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