Working on the IT service desk is an excellent way to test the waters to see whether a career in IT is what you want. It’s an entry-level role that can be used to leap into various other positions within IT. For example: problem analyst, change analyst, and security analyst, to name but a few. […]
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VeriSM – marketed as “service management for the digital age” – has been called “the new kid in town” in the world of service [...]
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ITIL is often called the most popular framework for IT service management (ITSM) but its last update was in 2011 which, when we [...]
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COBIT is a framework designed to support the governance and management of enterprise IT. It helps organizations to deliver value to [...]
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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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Stephen Mann | 1 Comment on Is Call Abandonment Rate a Misunderstood IT Service Desk Metric?
There are three common IT service management (ITSM) areas where IT service desks often state that they’re struggling, or at least say [...]
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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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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually [...]
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Self-service on the IT service desk is no longer a new concept – with 70-80% of IT service desks having implemented some form of [...]
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While this blog can stand alone, it’s also the third part in my three-part blog series related to IT service management (ITSM) tool [...]
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This is the second blog in a three-part series that covers understanding what you need from an IT service management (ITSM) tool, [...]
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Much of the IT service management (ITSM) best practice guidance tells us that ITSM software should “come after” people and processes, [...]
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OK, it’s a bit of a clickbait-y title – but we need to question whether the current “handling” of IT support customer satisfaction [...]
Continue Reading Posted by Joe the IT Guy | 3 Comments on Are IT Support’s Customer Satisfaction Surveys Their Own Worst Enemy?
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.