Using service desk software can help you significantly enhance your team’s workflow. However, to maximize the value derived from an IT service management (ITSM) solution, it’s important to know which service desk metrics and Key Performance Indicators (KPIs) to track. There are a handful of essential metrics you can analyze to boost accountability, increase productivity,…
Read moreModern organizations rely on IT to fulfill most of their obligations. Regardless of what type of business you run, you likely use a range of software and hardware to serve your customers. As such, having procedures in place to procure those IT tools becomes critical. IT procurement tools should aid you in purchasing the services…
Read moreEmployee Self-Service (ESS) portals provide collections of tools that help your service desk deal with requests more efficiently. Without an ESS portal, your agents may have to start from zero with each new request, which can cause slower resolution times. ESS portals should include a knowledge base, which can be used both by agents and…
Read moreEvery IT department, on some scale, faces the challenge of managing hardware. To get the best out of a dedicated hardware inventory tool, you’ll want to choose one that can help you reduce errors, expedite ticket processing, and more. You’ll want to factor in what software is best designed for your business, compatible with your…
Read moreToday’s connected, cloud-based business environment places enormous demands on IT departments. There are devices to track, support tickets to resolve, and software licenses to renew. All this needs to be handled while keeping your IT department operating within budget and reducing unnecessary expenses. IT Asset Management (ITAM) software can help. This software can streamline your…
Read moreWhen you’re handling thousands of tickets and coordinating multiple teams, service desk software is an indispensable element of your organization’s technology. As such, you’ll want a feature-rich solution that can support the complexity and volume corresponding with the size of your business. There are a few standout features typical for service desk solutions that can…
Read moreAn effective trouble ticket system can be a lifesaver for all organizations that must handle thousands (or more!) support queries each day. Choose the right ticket system, and it’ll help you resolve questions, suggestions, and complaints, as quickly as possible. Many of the tasks typically handled manually will even get automated. Given that there are…
Read moreGrowth in a business means more potential visitors wishing to learn about your products and services. This is desirable, but it’s also a lot of work for your support staff. If your help desk can’t answer queries and support requests in a timely manner, your customers may look elsewhere. However, today’s consumer is independent and…
Read moreHelp desk management software is key to maintaining positive relationships within an organization and ensuring smooth operations and internal processes. These software tools can enable your business to automate, centralize, and improve help desk processes across the board. In this guide, we’ll walk you through key features of some of the most powerful help desk…
Read moreThere are several remote desktop tools available on the market today, which can make it difficult to choose the one best suited to your company’s individual needs. Although Splashtop is a very popular remote access tool with a global customer base, it isn’t a one-size-fits-all solution and you may find another tool is better able…
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