Employees are moving away from traditional workstations with pre-installed apps. They’re creating their own ecosystems of apps on devices they choose for themselves and you’ll likely be forced to accommodate this personalized way of working? In other words, you must enable your workforce to 1.) work according to their needs and 2.) ensure efficiency along […]

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Create a Culture Supportive of IT Teams Identifying and keeping great staff and members of your team, and making sure they stay on with the organization, is one of the most difficult challenges any manager will face. Even more daunting for IT and service desk managers is that they often face two obstacles related to […]

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The term “automation” in IT tends to send a shudder of anxiety through support agents. There is a common misconception that automation will replace humans, but that is simply not the case – in fact, automation may actually pave the way for more meaningful human interactions and more streamlined processes enterprise-wide. Whether an agent works […]

The post Why Automation is NOT the Death of the Support Agent | EasyVista appeared first on BigTechCloud.

Making your incident management process more agile means stripping out every step that has no customer value or adds nothing to their experience. Doing so means you must critically analyze your current processes and evaluate every step. You do this by asking yourself and your incident management team if the steps do or do not […]

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While you may have already made it clear for how your customers can provide you feedback, you’re likely going to set up systems that allow for the resolution of a user call or that answer a question, as well as allow your customer to provide feedback on the service you provide. In service management, and […]

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It’s very common to find operations where the use of a knowledge base doesn’t exist. For example, in Brazil alone, as a point of reference, about 85 percent of the companies that hire a service management tool do not use a knowledge base or use it in a very poor way. In fact, day-to-day work makes […]

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The e?ectiveness of your services depends on various factors that you must always keep in mind, as well as how solutions, such as service management solutions, can and do benefit the organization. These are ?ve tips that I think will help make your service desk as successful as possible. First of all, you must invest […]

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The processes for IT, facilities and human resources (HR) are broadly similar and do overlap, such as with commencement and exit procedures, and can easily be brought together in a single tool to manage. However, even when doing so and when supporting departments have their own tools and processes, it is not always clear to […]

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