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The onus on the service desk has changed: today, it’s more customer focused and demands a new combination of skills for successful service desk agents. Previously, the idea was to spend as little time on the phone as possible, with service level agreements measuring speed ...

How can ITIL ® methods help transform the performance of a service desk supporting a multi-national business? Car dealerships in the Renault/Nissan Group – based in Switzerland and Austria – were generating 1,000 IT tickets per month, of which 75% were service requests an...

The service desk practice is a huge part of ITIL ® and any organization as it highlights the importance of value in customer service. It sets the precedent for the customer/user experience and reflects heavily on the organization. The practice involves establishing effective...

In response to the AXELOS The Future ITSM Professional report, AXELOS associate Toby Moore and Dr Tuuli Bell, partner manager at Tasktop Technologies, explore emerging issues in a key function of IT: The Service Desk An effective Service Desk is key to a successful IT...

As part of our Professional Development Programme , AXELOS has outlined the skills and competencies needed in a wide range of roles across IT service management and project and programme management. In this blog post, Pauline Brown – Service Operations Manager at the Un...

It’s a pivotal and exciting moment for the service desk. For those still struggling with their traditional IT service desks that might sound like an odd statement, but significant change is coming. Historically, the service desk’s primary role has been a help desk for when ...

I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...

ITIL ® 4 brought many modern concepts and approaches to Service Management. Many of those were previously thought to be exclusive to other areas like marketing and customer service. In this blog post, Airan Romero Savinon, Chief Operating Officer at Openser will cover the...

I was working with a client recently, helping them plan ways to improve the management of IT user support. When I came to review the advice I offered them, I realized that other organizations might find the same advice useful, so I have created three blog posts highlighting ...

A lot of organizations, experience frustration with their service desk. While that’s not a criticism – the majority get things done quickly – end users get annoyed by the speed of service desk support. Interestingly, what’s usually at fault is effectiveness rather than effic...