Operations | Monitoring | ITSM | DevOps | Cloud

Buying a modern service desk tool won’t solve all your problems in and of itself. Although these tools are designed to ensure general best practices are met, service desk tools must also be configured to address your organization’s specific essential protocols. In a recent Info-Tech study that surveyed 623 organizations worldwide, the most frequently adopted service management processes are.

As the world begins to emerge from the COVID-19 pandemic, more and more business leaders are focused on preparing for future crises. This is driving a workflow revolution as companies strive to stay both agile and resilient. Against that backdrop, ServiceNow Chief Innovation Officer Dave Wright facilitated a panel of experts from the public sector, healthcare, and technology industries.

The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: The service desk can manage their daily challenges in many ways. Still, the design and architecture of delivering services and a set of robust communication channels, powered by sufficient automation, collectively help the service desk excel and provide an excellent customer/consumer experience.

IT Service Desks are developed as an efficient mechanism of delivering quick help whenever your employees need it. But as businesses grow, so does the request volume and the pressure on the technicians to attend every call and resolve a ticket. And with the onset of the work-from-home necessity induced by the COVID-19 pandemic, IT teams are struggling to efficiently support a remote workforce with minimum resources.

Attempting an upgrade or switch to a new ITSM tool is obstacle-ridden for IT directors. From having to address fears surrounding the cost of switching vendors to assessing service management maturity, building a case around why and how an ITSM can advance the business can be a harrowing feat. Thankfully, Info-Tech pulled together this selection guide.

In the world of digital transformation, keeping the focus on the customer experience is paramount. Systems are complex and increasingly distributed, which makes it difficult to stay on top of things when something goes wrong. Customer service teams are the gateway to the customer, and more often than not they are the first line of defense when something goes wrong. The role of customer service teams is critical to maintaining and exceeding customer expectations.

Knowledge 2021 has been two fantastic weeks of keynotes, panels, and discussions that brought together experts and thought leaders from every industry across the globe. We’ve experienced engaging digital presentations, been inspired by stories of digital transformation, and learned about the incredible power of workflows.

Are poor productivity and dissatisfied customers one of the biggest challenges for your company? Do your employees lack a clear understanding of their roles and Standard Operating Procedures? Is your company struggling with operational efficiency?