Archives for the tag: service desk

Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.

Continue reading »

This is a guest post written by Tiffany Cantle, Senior Marketing Manager at BigPanda. We all need to move fast in order to stay competitive. But the faster things move, the faster things break. While many companies have made great strides towards automating application release and infrastructure management, automation for service assurance has been sorely lacking. That’s left Dev and Ops with a problem: how to effectively service alerts that have grown by orders of magnitude. A manual approach

Continue reading »

In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain - especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate

Continue reading »

Twitter’s 5 tips for a successful knowledge base

Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they've done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter's Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.

Continue reading »

If there’s a shining light in the IT world that cuts those less-than-urgent tickets in half, it’s self-service. Self-service is a lifesaver, on both ends, because it helps your customers find what they’re looking for and it lets the IT team do what they do best: keep your business running smoothly.

Continue reading »