The major incident management process can be one of the most important IT service management (ITSM) processes for an organization. A major incident can hurt business operations (and thus revenues). And when a major incident is handled badly it reflects negatively on your organization and will likely increase customer inquiries and complaints. In addition, it can cause issues for your frontline staff because, at best, they face an increased workload and at worst, team morale is damaged. This blog offers 5 ways in which to improve major incident communications and thus minimize the impact major incidents have on all affected.

Topics: Incident Management, Major Incidents, ITIL

On the surface, determining the status of your service desk historical backlog seems easy. But the scenario becomes more complex when looking at historical data for the week, month, or year. InvGate defines a backlog as “an accumulation of jobs waiting to be solved or completed at any given time”, i.e., pending incidents and requests.

Topics: data analytics, change management, Incident Management, ticketing system, Reporting, Help Desk Software

Customer satisfaction should be at the core of all business objectives. In an aim to be competitive and ultimately succeed, IT-reliant businesses need to focus on knowing customers and giving them what they want to ultimately make them happy and keep them coming back. Because customer demands are changing with the times, the deployment of an IT management solution to meet client standards and expectations has become imperative – and service desk software should make it to the list.

Topics: Service Desk, Incident Management