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In this note, I interviewed Himadri Das, head of automation at TietoEVRY. Areas that were covered include important things businesses should consider for implementing...
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For organizations that experience time-sensitive incidents that must be resolved in the most optimal and efficient manner, Bomgar (Beyond Trust) and BMC Software may have...
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ITSM vendor InvGate announced that due to COVID-19 any organization can use InvGate Service Desk free of charge. This promotion helps IT departments when they need it most...
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In times of crisis such as the current COVID-19 pandemic, organizations should be committed to two key goals: Continuing to deliver high-quality services to their customers...
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Cherwell has announced it is consolidating its portfolio of modules into a single product at its Clear conference in Nashville this fall. Its promise of an elevated...
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Atlassian announced that its service desk software, Jira Service Desk, now includes templates and workflows to support non-IT business units including HR, Legal, and...
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San Francisco-based IT startup Forethought announced new product Agatha Predictions on September 5 to help categorize and organize incoming tickets.
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Adopt a continual service improvement mindset and make gradual changes to ticket intake. Focusing on a small number of improvements each quarter will allow you to...
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Read this Executive Brief to understand why service desk ticket intake is crucial to end users.
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This storyboard will help you identify opportunities to provide quality and consistent customer service.
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