A View From The Frontline Report – A Vendor’s View

By Sami Kallio, CEO, HappySignals You’ve probably heard the Richard Branson quote, that “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” But have you ever stopped to think about it from an IT support perspective – with your IT service desk agents

By Sami Kallio, CEO, HappySignals In 2019, with a growing focus on the importance of employee experience in IT support, it’s finally time to understand the “bigger picture” – that while IT service desks need to be efficient, they also need to be truly effective in meeting business needs. Importantly, this “meeting of business needs” is

At SDI, we love nothing more than putting a spotlight on service desks and individuals in the community who are doing amazing things! We thought… How can we create a platform to help share these fantastic experiences and journeys, often full of ups and downs? Enter the SDI Podcast! Which is here to Surprise, Delight,

What is it and how does it work? Robotic Process Automation (RPA) is undeniably becoming a significant asset in IT Service Management (ITSM). Alongside self-service and other elements of service automation, the ability to automate basic and repetitive processes, such as data entry and batch processing, has become a popular tool optimization capability for service

We saw lots of new and familiar faces at the SITS Show this year! It was brilliant as ever to meet you all at SITS19 and have our visitors contribute to the ‘Top Tips for a Brilliant Service Desk’ blackboard! So many brilliant and innovative ideas were jotted down that we’ve decided to share them

The latest Global Best Practice Standard for Service Desk (version 8) was launched in March this year. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the key topics that came up was Managing the Customer Experience, which is