Learn about the key duties of a Service Desk Analyst, including resolving technical problems, providing customer support, and ensuring smooth IT operations.
With the rapid growth of cloud technologies, the Internet of Things and modern concepts like bring your own device, the role and purpose of the service desk has evolved. In previous generations, many organizations might consider mature IT service management tools and processes as ‘nice to haves’, often at the expense of higher profile and more visible initiatives and priorities. However, in the modern IT environment, for an organization to truly achieve agile IT operations and to adequately ...
The explosive growth of artificial intelligence, predictive analytics and big data tools have had a revolutionary impact on the way businesses consider, evaluate and execute their strategy. In fact, PwC estimates AI will have a $15.7 trillion dollar impact on the global economy by 2030, and this trend is only likely to accelerate as these technologies proliferate.1 · So how does cognitive technology apply to the service desk? Before answering that question, let’s start by reviewing the role ...
BMC Helix ITSM ; Modern persona-based UX optimized across devices ; Cognitive automation capabilities that transform the agent experience ; Powerful, stunning reports and visualizations allowing data driven insights
BMC service desk solutions including BMC Helix ITSM and BMC Helix Remedyforce go beyond the help desk to deliver a wide range of business services.
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I first started working on an IT service desk in 2001. Since then, the way that service desk agents perform their roles has changed dramatically, mostly for the better. Many of the repetitive, mind-numbingly boring tasks have been taken away by means of automation, and the best is yet to come. In this article, I want to explore how automation supports successful, cost effective service desks. We’ll first explore old-school service desks, then look at areas and ways automation can benefit your ...
IT-enabled business organizations operate in an increasingly dynamic environment as they seek to innovate, improve service quality, and proactively adapt to changing business needs. These changes drive process improvements in terms of delivering IT services and solutions to end users. That’s why companies establish an IT service desk: to ensure the service delivery is managed according to organizational policies and that end users receive the necessary service support. Successful service desks...
Contents ; Preface ; 1 Introduction to the Connector ; 2 Installing and Configuring the Connector ; 3 Creating Remedy Tickets ; 4 Using Default Templates ; 5 Enabling SSL for HTTPS ; 6 Advanced Ticketing Configuration
Contents ; Preface ; 1 Introduction to the Connector ; 2 Installing and Configuring the Connector ; 3 Creating Remedy Tickets ; 4 Using Default Templates ; 5 Enabling SSL for HTTPS ; 6 Advanced Ticketing Configuration