Many organizations already know the benefits of service desk automation – cost savings, improved efficiency and throughput, and increased customer satisfaction are all well documented outcomes of taking the time to automate. If your organization is considering an automation initiative, be sure to honestly assess these three areas before you start. IT Tooling Although not …
Source: 3 Things You Must Consider When Automating Your Service Desk – BMC Blogs
The Digital Revolution is creating huge opportunities for innovation and productivity in the workplace. However, this brings significant challenges to enterprise support functions. The scope of technical support is widening as technology moves from the back-office to the front-line. As a result, support organizations are expected to provide support for an ever-wider range of technology, …
Source: How to transform your service desk with Knowledge Centered Support – BMC Blogs
Idwell on Service Management 