So you've noticed an increase in productivity since your service desk has started using a service management tool to tackle the requests of your users.
But is increased productivity the way forward for a service desk? What will happen when calls are resolved at a rate quicker than they're being registered? How will you prevent your operators from needlessly twiddling their thumbs until the next call comes in?
Onboarding is an important step when new colleagues start, and in no time they find their way through TOPdesk. But sometimes it's good to just get distracted.