Before the infamous year that was 2020, working on an IT service desk was sometimes a thankless job. Then a global pandemic started, and IT service desks became (almost) as important as our frontline healthcare workers. IT had to ensure that employees were able to continue to keep working outside of the office. And they’ve[...]

In light of the global pandemic of 2020-21, many organizations have accelerated their digital transformation initiatives – through the use of enterprise service management. And they are, I’m sure, fully aware of what enterprise service management is. But what about what service is? Think about it. Service. For such a simple word it sure can[...]

Right now, with the growing corporate and employee reliance on technology to function, and increased technology adoption through digital transformation, your organization’s IT support capabilities are more important than ever. Meaning that how you measure and improve performance is too, with your IT service desk’s key performance indicators (KPIs) and metrics vital to its success.[...]