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What if you have been adopting the service desk automation and you find that it is still not giving you a much ROI ? What if the users are not using the self help options to resolve issues and the tickets are getting piled up on Engineer’s account? Gartner research Read more…
Planning Service Desk Automation While considering Service Automation one of the key things to consider is how to reduce the cycle of Incident to Problem Management and Change Management thereafter without compromising quality. Problem Management Let’s narrow down key tasks of Problem Management in End User Support space which are Read more…
Automation is the key. The millennial employee workforce prefers self-service for common occurring issues before reaching out to the Service Desk agent. As per Gartner 40% of incidents are self serviceable, yet most organizations fail in implementations. There are several external effects including decreased revenue, poor customer satisfaction, even declination Read more…