Service desk chatbots and automated request routing are just the beginning. Artificial intelligence (AI) and machine learning (ML) are turning up in the IT support function. In fact, experts see AI in various forms becoming a key component of the help desk in the years to come. Benefits of AI One of the biggest benefits…
This is the second article in the series highlighting the reasons why a business should consider investing in a Help Desk solution. In this article, I focus on the Service Desk, the bigger brother to the Help Desk. Service Desk – Purpose The purpose of a Service Desk is to provide a Single Point of Contact between the organisation’s customers,…
The IT Infrastructure Library has established a set of best practices and an operational framework to assist organisations in providing efficient and reliable IT service management processes. Key components of an ITIL-based IT Service Desk include: Incident Management Incidents are the issues that business users face daily when applications and services do not work the…
Have you ever wondered what a Service Desk is, or why your IT department needs a Help Desk? That thought may prompt you to ask the question “what the difference between a help desk and a service desk is? In this article, I will discuss important features that must be available in any help desk solution you investigate. What…