If you have experience in IT, you know that minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Without the right IT service desk technology, manual processing can bog down your resources and cause unnecessary waits for those needing help. As a result, end-user satisfaction will start to fall as people suffer through long hold queues and waste valuable work hours trying to resolve issues instead of focusing on their own projects. In this article, we will discuss three challenges faced by the IT service desk and how you can overcome them.

By Andrew Graf, Chief Product Strategist, TeamDynamix First developed in the 1980’s, the IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for IT service management (ITSM). Since its introduction, ITIL continues to evolve. Today, it includes five books, each covering a different ITSM lifecycle stage. These stages include […]

Raleigh’s IT team wanted to improve user experiences, said Spencer Smith, applications manager for the City of Raleigh, at ServiceNow’s Knowledge 19 Conference in May. The city consolidated seven IT departments into one ServiceNow enterprise IT service management (ITSM) platform. They took a grassroots approach, letting each success help build momentum.