Much of what IT service desks “do” in terms of IT support has been industry best practice for decades. For example, the tier-based approach to ticket handling – where a ticket starts with Level 1 support staff before progressing to Level 2 and potentially Levels 3 and 4 when an immediate fix isn’t available. Your organisation might still be using this approach. After all, it has long worked well in reducing fix times and delivering better employee experiences.
There’s a lot of interest in the opportunity of artificial intelligence (AI) for IT service management (ITSM), especially with the media hype caused by ChatGPT and other generative AI tools. This is not only influencing ITSM tool product development, it’s also had an impact on “marketing machines” and the terms employed to help sell products and services.
ITIL, the service management and IT service management (ITSM) body of guidance formerly known as the IT Infrastructure Library, is built on the premise of IT managed as a service. Or, more specifically, IT service delivery and support.
Halo hosted its inaugural Orbit conference, welcoming 150 partners at the McLaren Technology Centre – an exclusive privilege thanks to our Official Technology Partners at McLaren Racing. In the spirit of transparency, CEO Paul Hamilton guided partners through our philosophy, major company updates, stats and financial figures, paving the way for a deep dive of HaloITSM, while HaloPSA and HaloCRM showed how we are revolutionising the service delivery of MSPs and customer service respectively.
Unless you’ve been “living under a rock” for the last few years, you should have seen the increased focus of IT service management (ITSM) and particularly the IT service desk on employee experience. At the start of 2022, Axelos research data found that “Two-thirds of survey respondents (67%) stated that their organisations understand the need to deliver a better employee experience, with another 18% expecting them to during 2022.