Efecte Blog | service-desk

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Tags: Service Desk, Customer experience, IT Service Management, Customer Service, Digitalization

ITSM KPIs – Measure More Than Performance »

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

The Service Desk Becomes Agile. What About Other Teams? »

Agile in ITSM: The Current State

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

AI-powered service desks - redefining the role of the agent »

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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