Teams | Collaboration | Customer Service | Project Management

Working for the service desk, it's not all about the hard knowledge. Agents can expect to be employing some soft skills when communicating with end-users and the rest of the organization. But while service desk agent soft skills are often discussed, service manager soft skills can sometimes be overlooked. Managers need to deal not only with how to optimize their processes but how to help their team deliver the best service possible.

In simple words, the Cost Performance Index (CPI) is an indicator of how a project is doing in terms of financial performance and efficiency through its lifetime. Though there are many indicators one can look at when assessing a project’s performance, CPI has become one of the most used in the industry. CPI is a crucial part to determine if a project planning is successful.

No matter just how well things are going, there is always room for improvement. This applies to your organization as well as to just about everything in life. Process improvement is the practice of identifying and enhancing business processes in order to fight redundancies, optimize performance and productivity, increase profits, and create better user experiences.

No matter just how well things are going, there is always room for improvement. This applies to your organization as well as to just about everything in life. Process improvement is the practice of identifying and enhancing business processes in order to fight redundancies, optimize performance and productivity, increase profits, and create better user experiences.

Automatic ticket assignment is one of the simplest yet crucial features of help desk software. It allows the workflow to keep moving, and at the same time assures an equal distribution of work - turning this into a great way to contribute to your agents’ mental health! As for service desk managers, the only steps to implement this are to consider the needs of the service desk, and the capabilities of the software.

In our never-ending quest to improve everything about service delivery and workflows, one word rings out louder than others: automation. And that’s because workflow management, in particular, offers plenty of rewards that you can start reaping right away. Gone are the days of having to handle every little menial task manually, wasting valuable time and money.

The service desk is one of the most crucial elements of IT service delivery in an organization. If employees or customers face any difficulty, they’re the first point of contact to resolve the issue. An efficient service desk is a must-have for enhanced user experience. But if left unsecured, they can also present the biggest weakness to your organization’s cybersecurity.

Being at the helm of a project is both exciting and scary! If you jump straight into it without a good plan you run the risk of your voyage ending in a shipwreck. You don’t want that, nobody wants that to happen. The best solution for this is what is called a project plan. Yes, as a project manager, it sounds tempting to just go with the flow and wing it, but the dangers of not sticking to a project plan are many.

You’ve heard it before: knowledge is power. For organizations, the collective knowledge of employees and stakeholders about a products, customers, and internal business processes is one of their most essential assets. But where is that knowledge stored, and how can it be accessed? Depending on the organization, that knowledge might be documented in a number of places and formats. As a business, it’s crucial that this knowledge is readily available for whoever needs it.

A robust IT asset management solution is key to the efficient delivery of IT services to an organization. It’s important to keep track of the organization’s assets, both hardware and software, to ensure continued service delivery. Without this, these assets may fail or stop functioning as intended and can cause inconvenient service disruption.