What’s the next step after self-service? Service automation: delivering a service in a completely automated manner, without any interference of the service desk at all. Goodbye long wait times; hello lower costs, happier end users, and more time for innovation.
Self-service and automation – some common questions answered
There’s been an ever-growing interest in self-service and automation the last few years. And that’s great! It has a ton of benefits for service desks. But some questions still arise: does it create new work? Will it take away my work? Find out the answers in this blog.Read more
Why the digital workforce won’t take over the service desk
A digital workforce is a collection of “software robots” that support and augment the work humans do. Robots can be faster and more efficient. But the digital workforce at the service desk won’t replace service desk staff any time soon. Here’s why.
You might also be interested in
Utrecht University: Enterprise Service Management case
An Enterprise Service Management case in action: how Utrecht University embarked on their very own ESM journey – and what good it did them.
What is swarming? And how does it benefit your IT support?
What is swarming? Find out how it compares to the traditional three-tiered support model and why it’s more about culture than structure.