Tag: IT service desk


Chatbot exterminator

Does Your IT Service Desk Really Need a Chatbot?

Nowadays, chatbots seem to be all the rage and it’s fair to say that, over the past couple of years, they’ve developed into a pretty useful tool for many business-to-consumer (B2C) organizations. Jump onto any major commercial website these days and it’s likely you’ll have the option to chat with a bot. Just the other […]

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Two telephones

Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?

IT service desks are probably the most measured – in terms of performance – part of the IT organization. And they, and their people are [...]

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Posted by Stephen Mann Stephen Mann | Leave a comment

5 Reasons Why Your Organization Needs a Known Error Database

A known error database (KEDB) is a place for your organization’s IT department to store all of its “known errors.” “Known what’s?” I [...]

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Does the ITSM Industry Have an IT Service Desk Staffing Issue?

In the SysAid eBook “Skills and Capabilities Required of a 2020 ITSM Professional,” various industry experts talk about the [...]

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Posted by Joe the IT Guy Joe the IT Guy | Leave a comment

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About me

Joe

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.