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 oasis of digital employee experience 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 Express, whereContinue reading “Digital Employee Experience Unleashed: Navigating the Evolution of ITSM Tools Through the Decades”
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AI in ITSM: 62% of Respondents Find AI Integration Challenging
There is a growing trend towards integrating AI-based capabilities within ITSM processes. According to our recent research, 71% of organisations are researching or piloting AI in ITSM, while only 4% have fully integrated AI into their IT service management. These statistics indicate that while many organisations are aware of AI’s potential, full integration is still low. Why? Moving from pilot projectsContinue reading “AI in ITSM: 62% of Respondents Find AI Integration Challenging”
Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]
Proactive customer service has been at the top of the list of customer service trends for many years. By being proactive in engaging with customers, businesses can improve satisfaction, loyalty, efficiency, and brand image. Although the benefits are obvious, some customer service teams have not fully adopted this approach because of challenges and barriers. In this article, we’ll answer what is proactiveContinue reading “Why Should Proactive Customer Service Be a Part of Your Strategy? [Infographic]”
Debunking Common Myths About Professional Recruitment Agencies
When it comes to finding the right talent for your business, misconceptions about recruitment agencies abound. However, engaging a professional recruiter offers numerous benefits. Let’s debunk some of the most prevalent myths. Myth 1: Recruitment Agencies Are Too Expensive Reality: A Cost-Effective Investment Many believe that recruitment agencies charge exorbitant fees, making them an expensive choice. The reality is thatContinue reading “Debunking Common Myths About Professional Recruitment Agencies”
How to Start and Advance Your Career in IT Support
If you want to enter the tech industry, IT support is a great place to start—and a very popular choice. IT professionals are often in high demand due to the role of technology in modern society and the existing gap between the demand for qualified IT workers and the supply. 📊 According to the US Bureau of Labor Statistics, there are approximately 377,500Continue reading “How to Start and Advance Your Career in IT Support”
SDI Membership Brochure
Why Join SDI Membership Community? Successfully becoming a member of the Service Desk Institute shows a dedication to providing excellent service. SDI offers support through guides, research and training, plus the opportunity to network with industry leaders and other professionals committed to service improvement. Stay up-to-date with industry trends and best practices, share knowledge and improve your team’s performance. Plus,Continue reading “SDI Membership Brochure”
Exciting Discoveries: Insights from SITS 2024
Last week, we had the opportunity to be a part of SITS—The Service Desk & IT Support Show—and we have some stories to share! Let us take you on a little journey through our experience at this year’s event. In this blog we will share our experience at SITS 2024, discuss some of the popular trends and topics we observedContinue reading “Exciting Discoveries: Insights from SITS 2024”
Achieving Process Consistency for Effective IT Support
Process consistency is a challenge for many support organisations. It requires a number of elements to be in place to work effectively, which we will explore shortly. It also requires (to quote my favourite character from Harry Potter, Mad-Eye Moody) constant vigilance! Before we examine process consistency, we will share some practical tips, for context. Let’s explore the basics of Policy,Continue reading “Achieving Process Consistency for Effective IT Support”
How to Use Feedback to Improve Employee Experience
Gathering employee feedback is one step towards creating a positive feedback culture and a more diverse and inclusive workplace. By engaging in open dialogue with employees, you can identify and address their concerns and implement solutions to enhance their overall experience, satisfaction, and productivity. But gathering feedback alone is not enough! It’s important to truly understand what is being saidContinue reading “How to Use Feedback to Improve Employee Experience”
From Vision to Execution: A Comprehensive Service Desk Strategy Guide
By John Noctor, SDI Chief Delivery Officer As a consultant and auditor, one of the biggest challenges I find service desks face is creating a robust and meaningful strategy. I think the word “strategy” itself creates a mistaken sense of complexity and difficulty — and that really isn’t the case. All we are looking for is something to show you knowContinue reading “From Vision to Execution: A Comprehensive Service Desk Strategy Guide”