Good service desk strategy doesn’t happen by accident. You need to think about how you are going to interact with customers, how you will structure teams, which processes you need to establish, and how these processes will flow as value chains across teams. All of these aspects are part of a service desk “system”, but they must all be
Telecom CFOs: Complexity is rising. Margins are under pressure. And the systems meant to help you manage it are often too slow to see the risk until it’s too late. Many finance teams are relying on disconnected systems, static spreadsheets, and tools designed to report the past, not shape the future. This blog explores what’s
1 Myth : Kaizen is only for big companies Some people think that kaizen is only suitable for large-scale, complex, and high-tech manufacturing operations. They assume that small and medium-sized enterprises (SMEs) do not have the resources, the expertise, or the need to implement kaizen practices. This is a false assumption. Kaizen can be applied
In the current context, CEOs and CFOs are focused on managing cash flow and are cautious about spending. But at the same time, many organizations have discovered that they don’t have the ITSM tools they need to support home working at scale. So how can you present a compelling business case to get the ITSM technology you need to
Mergers and acquisitions (M&A) can be a powerful growth lever. They help service organizations expand market reach, consolidate operations, and unlock scale. But anyone who’s been through an M&A knows it can also introduce operational chaos, overlapping teams, mismatched skills, redundant territories, and rising labor costs. So how do you take the strategic promise of
1. Prioritize Tasks To manage your time effectively, you need to prioritize your tasks. Start by identifying the most critical projects with impending deadlines or those with the highest value to your research goals. Use a prioritization technique like the Eisenhower Matrix, which helps you categorize tasks based on urgency and importance. This will allow you
Unplanned work (things you didn’t know you needed to do when you started your day) gets in the way of planned work (things you should be doing). This is why most people end the day thinking “I didn’t get as many things done as I thought I would today”. That’s because of unplanned work. The service
What is an IT ticketing system? An IT ticketing system enables IT helpdesk or support teams to easily receive and resolve any IT support-related inquiries. By streamlining the process from the moment an end-user submits a ticket to the time a helpdesk agent resolves the issue, the IT ticketing system provides a better experience for
1. Identify the source of conflict The first step to resolving a conflict is to understand its root cause and the perspectives of the parties involved. Is the conflict due to miscommunication, misunderstanding, differing expectations, or conflicting interests? Try to clarify the facts, the goals, and the values of each side, and avoid making assumptions
When your service desk is facing many thousands of incidents and service requests, presenting home workers with a self-service web portal is essential to ensuring your people can get the services and assistance they need to be productive: However, the benefits of a self-service portal will only be realized if it is designed and delivered in a way that appeals to employees. The user experience (UX) that
