August 24, 2016 In my previous blog, I offered up eight tips for getting started with self-service. Here I offer another seven. 9. Plan Ahead for Future Non-IT Use If the new self-service capability works for IT, then end users will expect something similar for other corporate service providers such HR and facilities. Or non-IT use case [...]
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August 17, 2016 Self-service for IT is one of those things that’s relatively easy to “do” but not so easy to get right, i.e. to deliver a capability [...]
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August 10, 2016 Probably the most famous IT service desk in the world is the fictional one in The IT Crowd. The business doesn’t understand it, the [...]
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August 3, 2016 Whether you ask for your pizza with extra “tom-mah-toe” or “toe-may-toe,” the end result is going to be the same – extra tomatoes on [...]
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July 27, 2016 It’s that time of the week, month, year; your service desk report is due and you’re drowning in spreadsheets and graphs. Yes, you could [...]
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May 11, 2016 As the central (perhaps even single) point of contact, and “the face of IT,” your IT service desk needs to be a powerhouse of [...]
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April 13, 2016 Maintaining a 5-star service desk relies on the continual assessment, and potential improvement, of the service you offer. But it can [...]
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March 3, 2016 Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service [...]
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August 5, 2014 ‘I feel like a juggler multitasking in several different languages and time zones.’ A favourite quote from a Service Desk Manager I [...]
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July 11, 2014 My native language is English, and this makes it very easy for me to access many different sources of information. I sometimes forget [...]
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April 10, 2014 Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]
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March 27, 2014 What is it with IT people and metrics? We seem to be obsessed with monitoring this and measuring that. And don’t get me started with [...]
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February 27, 2014 Life on the service desk can go at a million miles an hour and it’s easy to focus purely on firefighting the never-ending onslaught of [...]
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