Tags: Service Desk, Customer experience, IT Service Management, Customer Service, Digitalization
When considering ITSM KPIs (Key Performance Indicators), organizations typically consider two types of metrics, technical-based and experience-based....
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Tags: Enterprise Service Management, Service Management, Service Desk, IT Service Management, Digitalization, Agile
Talking to IT leaders routinely, I see a strong demand for Kanban boards to orchestrate the service desk. The ITIL 4...
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Tags: Service Desk, IT Service Management, AI, Customer Service, Chat
Artificial intelligence is often described as a replacement for human interaction.
In the IT service management environment it is making service desk...
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