Your Daily Dose of Service Management Insights

How Automation Can Help You Create and Meet SLAs

At the service desk, good IT help desk software offers comprehensive reporting of SLA-related metrics.

by Nathan Riley on August 22, 2017

The Evolution of ITSM in Education

Though technology has provided an unprecedented level of versatility and efficiency in the classroom, it’s expensive and can be difficult to manage.

by Chris McManus on August 21, 2017

Active Incidents: Premier Edition

Welcome to the first edition of the Samanage “Active Incidents.” Corny, I know. Congratulations on reading this feature before it’s cool. It’s like buying Amazon stock in ‘97, except you don’t get to retire once everyone else catches on.

by Chris McManus on August 18, 2017

How to Use Slack to Provide IT Support

Perhaps you or your co-workers have issues with communication within your organizations. While technicians try their best to address users’ issues, it can be difficult to keep everyone informed on everything they’d like to know. These days, organizations are looking for more effective forms of communication to improve efficiency. One way is real-time messaging with Slack.

by Chris McManus on August 15, 2017

The Real Secret to Higher Service Desk Customer Satisfaction Scores

Research shows the most important question you should ask in your customer satisfaction survey is: How much effort did you have to put forth to handle your request? Decreasing the amount of effort users have to expend to get a resolution is the key to boosting customer satisfaction.

by Joseph Brown on August 15, 2017

Adopting the Self-Service Portal as a Gateway to IT Success

The days of fumbling through emails and spreadsheets for IT support are long over. Service agents want to organize and delegate support issues more efficiently. Self-service portals have revolutionized the entire process, presenting solutions to all of these problems.

by Chris McManus on August 14, 2017

Boosting First-Touch Resolution

What if your service desk was so good that it could solve problems before they happen? You can't predict unexpected events, but you can and should address predictable events. Researchers from the Corporate Executive Board (now part of Gartner) refer to this as creating "event clusters," and it could be the key to boosting your first-touch resolution (FTR) rate.

by Matt Cox on August 10, 2017

3 Ways to Keep Your IT Help Desk Technicians Happy

Happy technicians lead to happier customers – and better business performance.

by Chris Walls on August 8, 2017

Friday Fun: Star Trek Series ranked by Incident Management Practices

And, I’m here to tell you which is the best, which are “aight”, and which is the worst, all within the context of your IT service management and incident management practices.

by Kolawole Heyward-Rotimi on August 4, 2017

3 Tips to Cutting Time to Resolution

The faster you solve users' problems, the happier they're likely to be. That's why tracking time to resolution is one of the best ways to gauge how well your service desk team performs.

by Laura Miller on August 3, 2017

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