IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are “bending over backwards” to improve the quality of IT support and, increasingly, the end user, employee, or customer experience. Such service desks are likely charged with delivering [...]
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Stephen Mann | 1 Comment on Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?
Once upon a time, there were only a few ways employees could get IT help. They could phone a help desk number, hoping to get a person [...]
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I’ve written a lot about how internal IT support and IT service management (ITSM) are changing – from the impact of consumerization [...]
Continue Reading Posted by Stephen Mann | 1 Comment on What IT Support Can Learn from Customer Service Trends
Four and a half years is a long time in technology, but sadly not so much in IT service management (ITSM). Rather scarily, thinking [...]
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It’s not often that I admit to being excited by a new ITIL publication – the popular IT service management (ITSM) best practice [...]
Continue Reading Posted by Stephen Mann | 5 Comments on 8 Things that Stand Out in the New ITIL Practitioner Guidance Book
So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.