5 ways small businesses can use help desk software

Businesses, no matter their size, run on technology. And that means that the continued availability of IT services is very important to business operations – from the employee, customer, and company perspective. But, what happens when technology (inevitably) fails? In larger organizations, an employee would contact the IT help desk to report an issue, and […]

4 things to look for in customer service software

These days, offering a great product or service, even if it’s at the best price, may not be enough to win and retain customers. The modern customer has come to expect excellence in customer service and it seriously impacts their purchasing decisions. For instance, research shows 55% of consumers are willing to pay more for […]

10 tips for creating a knowledge-powered IT service culture

The dos and don’ts of successful knowledge management.

How the consumerization of service is changing ITSM and the service desk

As the business and technology landscapes change, so does that of corporate IT support. I hear a lot of talk about consumerization, customer experience, and enterprise service management in the context of the evolution of the IT service management (ITSM) and the service desk, but rarely are they mentioned in the same breath. They should be. Let me explain.

Help desk vs. service desk vs. ITSM: what’s the difference? Part 2 of 2

In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain – especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and […]