Future-Proofing the Service Desk: Why Copilot Tools Are Your Team’s Next Competitive Advantage If you’ve spent any time in a service desk over the last few years, you’ll recognise the pattern: tickets keep coming, complexity keeps rising, and expectations never stop increasing. Despite all the automation platforms and self-service portals in place, service desk teams still find themselves stretched thin,Continue reading “Why Copilot Tools Are Your Team’s Next Competitive Advantage”
Resource Type Archives
Why Observability for Service Desks Matters More Than Ever
From Visibility to Action: Why Observability for Service Desks Matters More Than Ever In modern digital environments, service desks are under increasing pressure. Systems are more distributed, cloud adoption is widespread, user expectations are higher, and business operations rely heavily on uninterrupted digital services. Yet many service desks are still working reactively. Observability for service desks is becoming essential, notContinue reading “Why Observability for Service Desks Matters More Than Ever”
AI in Service Management: Why Data & Readiness Matter
Mind the Gap: Why Data and Organisational Readiness Determine AI Success in Service Management By Darren Rose, Service Transformation Partner, FSP AI is arriving in IT service management at speed (it’s already here in fact), and the pressure on teams to adopt AI is real. Vendors promise transformation through utilising their latest AI capabilities, leadership teams are asking difficult questionsContinue reading “AI in Service Management: Why Data & Readiness Matter”
Seeing Clearly in an Always-On Service World
Seeing Clearly in an Always-On Service World By Simone Jo Moore, SJM HumanisingIT Service environments are not short on capability. Toolsets are sophisticated. Automation is accelerating. AI is increasingly embedded in everyday decision pathways. And yet, beneath that progress, many service professionals recognise something else: a constant hum of motion, the weight of decision load, and the emotional labour ofContinue reading “Seeing Clearly in an Always-On Service World”
Experience isn’t just part of the service, it is the service
Experience isn’t just part of the service, it is the service By Charlie Whitehead, Head of Operations Excellence, Computacenter For years, the only method to evaluate IT service performance was through traditional SLAs – looking at how fast an issue gets resolved, if service interruptions happen often or how quickly a device can be delivered to a user. But technicalContinue reading “Experience isn’t just part of the service, it is the service”
AI-Powered Service Desk: We Tested Best AI Prompt Frameworks
When it comes to ChatGPT prompts, finding the right framework is key! It can totally transform your AI-generated responses, making them more accurate and on point. So, whether you’re a Service Desk Manager, a developer, a Marketer, a content creator, or just curious about the fascinating world of AI, exploring these commonly used ChatGPT prompt frameworks can be a game-changer. In thisContinue reading “AI-Powered Service Desk: We Tested Best AI Prompt Frameworks”
15 CPD Points at SDI Conference
Spark26: The SDI Conference Earns Attendees 15 CPD Points for their ITIL Certifications The Service Desk Institute (SDI) is thrilled to announce that Spark26: The SDI Conference continues to deliver fantastic value to attendees by offering the opportunity to earn 15 Continuing Professional Development (CPD) points for their ITIL certifications. This significant point of difference ensures ITIL certification holders canContinue reading “15 CPD Points at SDI Conference”
The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem
The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem By Tarun Dewat, Head of IT Service Management, Sandwell & West Birmingham NHS Trust For decades, the First-Time Fix (FTF) rate has been the Service Desk’s crown jewel. It sits proudly on dashboards, usually hovering around 70% or 80%, framed as a badge of efficiency. We tellContinue reading “The First-Time Fix Trap: Why Your Best Metric Might Be Your Biggest Problem”
Why CSAT isn’t enough: What IT leaders need to see next
Why CSAT isn’t enough for modern IT leaders For decades, Customer Satisfaction (CSAT) has been the default measure of IT performance. It’s familiar, it’s simple, and it appears to give leaders a sense of control. It’s just one number, averaged across thousands of tickets, telling us whether things are “good enough.” But the truth is that CSAT hasn’t evolved, even thoughContinue reading “Why CSAT isn’t enough: What IT leaders need to see next”
From the F1 Grid To The Spark Stage
Every Formula 1 race starts long before lights out Lessons in High-Performance IT from McLaren and Freshworks Before the cars line up on the grid, McLaren’s technology teams are already racing; rebuilding garages from empty shells, running kilometres of cabling, and lighting up mission-critical systems that simply have to work. In a sport where milliseconds decide podiums, performance off the track matters just asContinue reading “From the F1 Grid To The Spark Stage”