Nothing works well in a silo. In fact, your business may be taxed by an inadequate knowledge base (KB), inefficient use of a knowledge base or insufficient distribution of knowledge resources. The knowledge base is
According to Transparency Market Research, “The market for helpdesk solutions is anticipated to reach USD 11 billion by 2023.” Most companies need the framework that an IT ticketing system provides, given the complexity of technology
How do you define the IT work you do? It involves more than just break fixing. IT service management (ITSM) is about recognizing the business value of the information technology (IT) function and providing a
If you manage an IT service desk, you know how complicated it is to manage everything that comes up in a given day. It’s unpredictable, and you might need to delegate to different team members
The more ticket data you have, the better you can communicate about underlying issues and create plans for improvements (like introducing automation). But the trick is being able to understand what you’ve got. Tikit is
Employee experience is an important topic many companies are addressing via meaningful work, supportive management, positive work environment, growth opportunity and trust in leadership. But the IT service desk also directly affects employee satisfaction (and
Research shows that on average people work 2.5 days from home, where they are not only emailing, they are also chatting with colleagues. Workspace chat spaces, provided by platforms like Microsoft Teams, are fulfilling the function of
It’s no secret that many employees prefer hybrid work or at least a more flexible work week, a change incited by the COVID-19 pandemic that many business leaders are still navigating. The challenge is that
What are the odds that your small business would be singled out for a cyberattack? Surprisingly high. In fact, 43 percent of cyberattacks are directed at small businesses, often focused on gaining access to sensitive
Many companies operating with remote and hybrid work schedules are attracting employees with desired skill sets, strengthening company culture and expanding technology infrastructure. They can get a stronger foothold, Forrester recently advised, by putting focus
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