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George Cox

Office Sales Consultant

Processes

The key to proactive Problem Management (Incidents vs. Problems)
By George Cox on September 8, 2017

Incident Management is a core task for any Service Desk. And we all know that Problems lead to more Incidents. How then, do you avoid more Incidents with proactive Problem Management?

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Customer Experience

The 4 pillars of better Service Desk performance
By George Cox on August 30, 2017

What's the key to improved Service Desk performance? We think it ultimately boils down to the same things that drive success in any organisation. And if that's the case, why not take a...

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Processes

5 problems your service desk should have
By George Cox on May 11, 2017

What are your biggest issues as a Service Desk? Maybe a couple of these are blessings in disguise. While some challenges can be annoying, there are some problems your service desk should...

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Self Service

3 IT Self-Service Portal Best Practices
By George Cox on April 27, 2017

Nowadays most of your customers expect you to have some sort of portal where they find answers to their problems, and get in touch with support when they need to. A portal is essential...

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Self Service

What to keep in mind when implementing Self-Service
By George Cox on March 9, 2017

Self-service and Shift Left are some of the phrases you will hear the most in the modern Service Management industry. The gist of it is to provide your end users with more knowledge to...

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