Service Desk Insights
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Service Desk Insights
How organizations are using Service Desk operations to achieve better business results.
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ITSM Goodness 7 Steps: Step 3 - Invest in the Service Desk

ITSM Goodness 7 Steps: Step 3 - Invest in the Service Desk | Service Desk Insights | Scoop.it

It's a source of constant amazement how many organizations still have the service desk as the "bottom of the pile" and worthy only of the cheapest commodity outsourcing, then wonder why their customers are unhappy and deserting them.

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3 Reasons Your Self-Service Site Doesn’t Work

3 Reasons Your Self-Service Site Doesn’t Work | Service Desk Insights | Scoop.it

It usually boils down to unrealistic expectations and communication issues. What’s worse, if people try to use your self-service and fail, they are probably already upset when they do call you.

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HTML5, Native or Hybrid? Gartner Weighs in on Mobile App Future

HTML5, Native or Hybrid? Gartner Weighs in on Mobile App Future | Service Desk Insights | Scoop.it

“The BYOD trend and the increased pressure on organizations to deploy mobile applications to accommodate mobile work styles of employees will lead businesses to manage a portfolio of mobile application architectures, and hybrid architectures will be especially well-suited to business-to-employee applications,” said Gartner Research Vice President Van Baker in a prepared statement.

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Help desk calls on the rise

Help desk calls on the rise | Service Desk Insights | Scoop.it

Technologies that could reduce help desk support demand include things like desktop or application virtualization, where an application can be accessed via a browser. And increasing use of voice-over-IP (VoIP) technology reduces the time it takes support phone systems.

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Killing the Help Desk Softly - or Blowing It Up

Killing the Help Desk Softly - or Blowing It Up | Service Desk Insights | Scoop.it
A "bring your own support" movement is sprouting up within BYOD programs as employees become more self-sufficient. Is this a death knell for the IT help desk? One possible savior: an enterprise Genius Bar.
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The Manager's Knowledge Management Playbook

There’s been a great deal written about the benefits of KM for organizations and for frontline staff. Operational managers, on the other hand, don’t have a good playbook for KM. What’s in it for managers?

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The cloud and the help desk: How is support provided

Nick Hardiman looks at the cloud from a help desk perspective. Outsourcing support is not a new concept, but how will the advance of the cloud affect customer service issues?

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Service desk tip: “Don't buy new clubs, take golf lessons”

Service desk tip: “Don't buy new clubs, take golf lessons” | Service Desk Insights | Scoop.it

Service desks are becoming more aware of business outcomes, the importance of customer service and learning how to maximise the technology they use, rather than simply providing break/fix support.

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BYOD Warrior? Have Contingency Plans For Disaster

BYOD Warrior? Have Contingency Plans For Disaster | Service Desk Insights | Scoop.it
Smartphones fail. tablets get damaged, and Internet services go down. Knowing that you have a backup plan and that it works brings peace-of-mind. In this article we tell you how to keep yourself protected.
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Are Your Employee Engagement Efforts Driving Service Quality, Too? | HDIConnect

Are Your Employee Engagement Efforts Driving Service Quality, Too? | HDIConnect | Service Desk Insights | Scoop.it

When we create a reward program in our contact centers, we need to ensure that we are rewarding the right behaviors. Are we rewarding the same people over and over again? Are we rewarding progress made (i.e., achievements or only 100 percent success)? How do our programs translate to engaged employees and great service?

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It's a Wonderful Job with VMware and IT Support Support Guy

Hear that smart phone ringing? Its not a user with a problem. Thats a support guy getting his wings.

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Traditional Business Intelligence Training Models Must Adapt to Support End-User Adoption

Today’s end users need a qualified resource that can complement traditional support models and serve as a bridge to consistent and widespread user adoption.

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Service Level Management Basics: The Operational Level Agreement (OLA)

Don't overlook the importance of the the operational level agreement (OLA). An OLA is the 'contract' between IT support and the L2 groups that defines the expectations and commitments needed to deliver on the SLA.

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10 timesaving strategies for the help desk

10 timesaving strategies for the help desk | Service Desk Insights | Scoop.it

Vague descriptions, off-the-wall requests, and ad hoc 'quick questions' can slow help desk operations to a crawl.

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More than 6 out of 10 companies approve of personal device use for work

More than 6 out of 10 companies approve of personal device use for work | Service Desk Insights | Scoop.it

Shipments of smartphones and tablets are expected to exceed shipments of desktops and laptops this year, according to MarketsandMarkets, but desktop/laptop shipments are holding steady rather than being replaced by the new devices.

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Almost half of workers use consumer services behind IT's back

Almost half of workers use consumer services behind IT's back | Service Desk Insights | Scoop.it

This reiterates how important it is for companies to provide easy-to-use online and mobile apps for basic job functions like sharing files or collaborating on documents. If you don't, your employees will find alternatives and use them anyway, potentially exposing your data.

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Measuring Incidents and Service Requests

Measuring Incidents and Service Requests | Service Desk Insights | Scoop.it
According to HDI Research, fully 60% of support centers* and 60% of desktop support organizations** do not measure incidents and service requests separately.
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Panel: How to run a 'customer-centric' organization

Panel: How to run a 'customer-centric' organization | Service Desk Insights | Scoop.it

Executives from IBM and Kayak.com, among others, discuss turning business models on their head by working from a customer's perspective.

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Dashboards for Service Desk Reporting: The Whys

Dashboards for Service Desk Reporting: The Whys | Service Desk Insights | Scoop.it

What you should look for when evaluating visual dashboards for help desks.

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Paralympics, pub football and the future of ITIL

Paralympics, pub football and the future of ITIL | Service Desk Insights | Scoop.it

What's the connection between ITIL for service desks and the recent Paralympics? This article draws insights between the two to explain why many organisations are still in the dark ages of ITSM, and why others are making progress.

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The New Knowledge Management: What Does A Collaborative Content Hub Look Like?

The New Knowledge Management: What Does A Collaborative Content Hub Look Like? | Service Desk Insights | Scoop.it

Instead of a knowledge base, companies should be investing in a collaborative content hub that looks like this:

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IT Can Support BYOD Or Be Replaced

IT Can Support BYOD Or Be Replaced | Service Desk Insights | Scoop.it
Fair or not, it's no longer enough for IT to make sure everything
runs properly and securely. Spoiled by the iPad, workers want new
technology now, and if IT doesn't respond quickly enough, it just
might find itself squeezed out by a paradigm shift.
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12 Pieces of Advice for IT Service Desks...from a Customer! 

12 Pieces of Advice for IT Service Desks...from a Customer!  | Service Desk Insights | Scoop.it

Is everyone on your service team committed to providing good customer service? First, take a look at these key areas.

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End of an Era - Gartner Magic Quadrant for IT Service Desk

End of an Era - Gartner Magic Quadrant for IT Service Desk | Service Desk Insights | Scoop.it

Gartner Analyst Jarod Green announces the "Retirement" of the Gartner Magic Quadrant for IT Service Desk. 

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Drive the Customer Experience With The Voice of the Customer

Drive the Customer Experience With The Voice of the Customer | Service Desk Insights | Scoop.it

The Voice of the Customer is often the most neglected function in most companies, but can be your biggest opportunity.

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