IT help desk workloads and tickets are high-volume, busy, and always feel like they're getting busier.
A massive time-saver is to use help desk scripts and templates, sometimes called "canned responses", to handle ticket volumes of internal or external customer interactions faster and more efficiently.
IT help desks are busy operations. Customers, whether internal or external, are calling and, in most cases, sending support tickets via online forms and Live Chat.
IT Service Management (ITSM) teams don't have time to write every single response message from scratch. You need a ready-to-use set of templates to cover the most commonplace scenarios, such as printer, password, and third-party software (SaaS) problems.
When it comes to customer service and IT support, Service Level Agreements (SLAs) are essential for ensuring high-quality customer service and maintaining contracts between in-house teams, customers, and service providers.
As call center and IT help desk managers, your ability to maintain high SLA scores can significantly impact both customer satisfaction and the efficient running of contact center or IT operations.
Burnout, stress, and anxiety are at epidemic proportions, and it's a serious problem in IT, ITSM help desk, and call center functions across the US and worldwide.
Burnout "is a special type of work-related stress — a state of physical or emotional exhaustion that also involves a sense of reduced accomplishment and loss of personal identity."
IT Service Management (ITSM) help desks can implement and deliver services in one of three ways: reactive, proactive, or predictive.
In many respects, these three levels represent different stages of the ITSM maturity model. Measuring ITSM maturity is a way of assessing "how good your organization or system is at self-improvement." If you're still delivering reactive IT services, then that suggests a lower level of maturity, which results in higher staff turnover, higher costs, and lower key performance indicators (KPIs), customer satisfaction, and service level agreement (SLA) scores.
In any IT-based service operation, such as IT Service Management (ITSM), especially when they operate on ITIL principles, a Business Relationship Manager (BRM) is the go-between with the rest of the organization.
In today's ever-changing, technology-driven world, organizations strive to provide efficient and effective customer support. One strategy that has gained significant attention is ticket deflection. By proactively guiding customers to self-service resources and resolving their issues without the need for direct contact, ticket deflection streamlines support processes and benefits both organizations and customers.
In this blog post, we will examine the concept of ticket deflection, its benefits, and how organizations can leverage tools to enhance their support operations.
Knowledge-Centered Service (KCS) in ITSM is a way of capturing and retaining internal knowledge while people are working.
Knowledge-Centered Service (KCS) is a system and training process comparable to ITIL®. It's a system of best practices that IT service management teams can adopt to improve knowledge retention, iterative learnings, and lessons from critical incidents and change management.
Edge computing technology is a decentralized approach that minimizes latency, strengthens security, simplifies scaling and more. How does it work, and how does it compare to cloud computing? Everyone should know a few key traits of edge tech and its main applications today.
In almost every profession and job, personal knowledge management (PKM) is something most of us do every day without realizing it.
When you start a new job and learn the ropes, you take notes and organize them (ideally) so you can do your job better.
