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Chatbots Will Make IT Support Easier

Back 20 years ago, Alexa and Siri were just names and chatbots were just another reason to get caller ID. Nowadays, the chatbot is on the rise and has revolutionized the way we live our lives as consumers. But they have so many more applications than that. In a post for IT Chronicles, Jonathan Munn shares his thoughts on what he sees to be the future of IT support. AI to Help IT Chatbots have …

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5 More Tips for Getting Started with ITIL

What a wonderful world it would be if we could implement ITIL into every aspect of our lives. We could use incident management to clean up a carpet soda spill, or problem management to root out the cause of why Robert De Niro stopped making good movies. So in the pursuit of that noble goal, we can look to Joe the IT Guy, who is back in a post at his blog with five more …

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Do You Have Any Idea What the Customer Really Wants?

I was prompted to think about customer service the other day when I was in line at a bank (yes, an actual queue in a physical bank). The customer ahead of me was speaking with the teller and trying to get a concern across that ultimately required a manager to resolve. Before the person left, they said to the manager, “It’s about time you got my service right!” I started to think to myself—everyone expects …

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5 Tips for Getting Started with ITIL

It would probably require a magic lamp and maybe a monkey’s paw in order to implement every single aspect of ITIL into your business. Since lamps and paws are in low supply, it means you have to start smaller with your implementation. In a post at his blog, Joe the IT Guy shares five tips to get started with ITIL adoption in a practical way: Establish a formalized service desk. Identify root causes. Manage your …

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Improving Service Performance through Gamification

Gamification did not take the world by storm the way some business trends have recently, but the idea continues to have merit. If you can structure work to feel objective- and improvement-based, it should create new internal benchmarking metrics. So in a post for ITSM.tools, Matthew Hooper discusses how IT service performance might be empowered by gamification. Rules of the Game When employees feel confident that their work aligns with what the business needs, they …

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3 Problems That Let the Air Out of Effective Incremental Change

The advent of agile and related principles brought incremental change and development into the mainstream in business. There are right and wrong ways to approach incremental change though. In a concise post at his blog, Tom Cagley highlights three ways that incremental change can go wrong: Too much “upheaval” spurred by numerous incremental changes can foster resistance. People lose focus due to the incremental nature. Continuous process improvement requires more active scope management. Change Your …

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4 More Foolproof IT Service Desk Tips

The quest for a stellar IT service desk continues. Fundamentals take time to master, particularly because even fundamentals have many nuances to learn. In a post at his blog, Joe the IT Guy shares four more tips for an IT service desk that sparkles: Check your customer’s previously logged incidents. Take advantage of remote support and chat capabilities. Escalate if needed. Take ownership and keep it. Shining Service A customer’s incident is not a 911 …

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5 Foolproof IT Service Desk Tips

Is your service desk really as good as it could be? In a post at his blog, Joe the IT Guy says that it is in fact still normal for service desks to be struggling with the fundamentals. There are many reasons for this—one of them being that practice is more challenging than theory. But whatever the case, Joe shares five tips for a healthier service desk experience: Be easy to reach. Make your customer …

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3 Tips for Renovating Outdated Enterprise Software

Jobs require knowledge workers nowadays. However, it is hard to maximize employee productivity when your employees spend half of the time at work interacting with other clients, stakeholders, and colleagues. Andrew Bourque, in an article for CIO.com, suggests that CIOs can make interactions more efficient by putting knowledge workers into a digital space. He points out three important aspects of renovating outdated enterprise software: Search is everything. Communication is key. Everyone should have an assistant. …

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The Value of Sharing for Your Career Growth

Whenever the topic of blog writing comes up, the question I get asked the most is, “Why do you do this in the first place?” In order to explain why, we need to go back to the end of the last century—the year 1999. I had just finished my post-secondary education as a civil engineering technologist. As the final term came to a close, I had a gleam in my eye and I was looking …

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