3 Tips to Make IT Self-Service Work – Focusing On People Not Technology

by Jonathan Munn, Zendesk   For corporate IT organisations, 2017 is so, so different to 2007. In fact, one could argue that, especially in IT support terms, 2017 is also very different to only two years ago. So much has changed in IT support – self-service has continued its march to ubiquity, chat has become

In this recorded webinar presentation Andrew Shepherd, Service Desk Team Lead at Domestic and General, shows us how their service desk has been turned from a reactive team to a proactive, innovative team. Andrew takes us through his approach to transforming the service desk and describes how the team learnt more about the other teams

by Scarlett Bayes, Industry Analyst, SDI Enterprise Service Management (ESM) is not a new concept; some organisations have been using similar processes, to the ones used in IT service management, across different departments for years. However, what we call it has been the subject of some debate. You might be familiar with Beyond IT(SM), Shared