One of the biggest challenges of running an IT service desk is ensuring it remains user-friendly. Dealing with user requests is one of the most important responsibilities of a service desk, and if your employees can’t keep customers happy, it can spell problems for the business. Reaching out with support requests often begins as a…

Software assets are a fundamental part of organizational IT, and effectively managing these assets is critical to achieving operational excellence. Accordingly, organizations employ software asset management practices as a part of their IT asset management strategy. One of the fundamental parts of software asset management is software license management (SLM). A key challenge in SLM…

Ticketing software is a cornerstone of technology maintenance. Tracking and solving problems quickly keeps your day-to-day operations running smoothly. However, you have many options when it comes to choosing a program to support you. Knowing which to choose can be tough. Fortunately, there’s a way to narrow your options. There are a few major ticketing…

As businesses grow and expand their technology usage, technical support requires the utmost attention. Handling an increasing number of IT service requests while improving customer satisfaction, minimizing resolution times, and optimizing operational costs can be overwhelming for organizations. Organizations need a mechanism to help manage service and IT support problems without letting anything fall through…

Fast, smooth, and personalized customer service is a requirement for online businesses to grow and deliver a superior customer experience. Retailers must excel in all aspects of e-commerce support services to assist customers throughout the buying cycle while building great relationships with them. It’s imperative to transform the e-commerce help desk to improve customer support…

Successful businesses consider customer satisfaction as their backbone since it positively impacts their bottom line. It’s become indispensable for companies to boost customer satisfaction, and an efficient help desk is undoubtedly the first step in that direction. A help desk is a crucial part of modern enterprises to resolve requests, issues, or offer technical support…

Organizations establish configuration management practices to update, manage, and patch IT systems consistently and document changes. This helps maintain the desired quality of IT service delivery and eliminate inconsistencies or stop undocumented changes from impacting service operations. A Configuration Management Database (CMDB) tracks configuration items (CIs) and maps relationships or dependencies between them. CIs include…

Managing multiple information systems simultaneously without the advantage of seamless integration can be a risk. Disjointed systems and processes within your IT organization lead to workflow disruptions, communication snags, and the potential for human error. Vendor management tools enhance efficiency, stability, and security by integrating contract management, procurement tools, purchasing processes, and more, into one…