Posts tagged for “Service desk”

The Realities of Implementing a Cognitive Service Desk (Part 2)

In part 1 of this blog series, we introduced the growing interest in deploying artificial intelligence into Service Desk operations and the segmentation of service incidents that would be most benefit from automated resolution. In part 2, we address the foundational IT, People and Process elements for successful implementation and adoption AI-enabled response and resolution at the Service Desk.

Posted by: on March 8th, 2017

The Realities of Implementing a Cognitive Service Desk (Part 1)

It is not difficult to see the appeal of introducing Artificial Intelligence into a Service Desk operation, as most organizations will be attracted to the benefits of significantly reducing costs, creating a consistent end-user experience and resolving issues more quickly and effectively. However, as with any hype cycle, there is a lot of future-state selling happening in the market so this 2 part blog series aims to balance the excitement against the reality when it comes to implementing a cognitive Service Desk solution.

Posted by: on February 23rd, 2017

Service Desk Tunnel Vision: Escaping the Numbers and Enabling the People

Toby Moore, Industry Journalist, Commenter and Speaker, and Richard Josey, ITSM Solution Architect, Service Management discuss the effects of tunnel vision on the behavior of individuals and groups and how it affects the service desk.

Posted by: on November 10th, 2015

Service Desk Optimization for ServiceNow

Listen as Unisys Service management experts discuss with ServiceNow on their platform and how to optimize for Service Desk operations.

Posted by: on October 27th, 2015

The Present and Future of Digital Service Management

The market is evolving rapdily from a reactive IT ticket and service desk mode to one of digital business innovator. What are the key things you need to be thinking about to adjust your organization to stay competitive and to drive new innovation and services?

Posted by: on September 22nd, 2015

Using ITSM Kaizen to Improve Service Delivery

ITSM Kaizen, which leverages a philosophy of continuous improvement, offers a five-step approach that lets you move forward with confidence as you enhance your service-management capability. This includes:

Posted by: on May 14th, 2015

A 5-Step Plan to Do ITSM Right

The goal of service management is to achieve certain outcomes as opposed to showcasing features in new tools.Though tools are powerful the emphasis should be to focus first on people and the importance of data.

Posted by: on May 4th, 2015

Getting Up Close and Personal with End User Support
European Voices

The increased dependence of today’s global business on multiple types of end user devices has meant a change in how on-site services suppliers and their clients approach the support and maintenance of a myriad of devices

Posted by: on January 29th, 2014

Wie de schoen past…
European Voices

Waarom benaderen veel Service Desken klanten nog steeds op een uniforme wijze?

Posted by: on September 25th, 2013

Voorkom spraakverwarring en leg definities vast
European Voices

In onze communicatie met klanten ontdekken we vaak dat we niet dezelfde taal spreken

Posted by: on July 23rd, 2013

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