Digital Workplace Services, Service Desk, Thought Leadership, AI
When most people think of IT support (outside of those working in it), they picture problem solvers. And...
Service Desk
AI, Innovation, Service Desk
How AI Agents Are Transforming IT Support on ServiceNow
A frustrated employee runs into an error. Instead of writing a detailed support ticket, they take a screenshot,...
AI, Innovation, Service Desk
Astreya Attachments Summarizer Now on ServiceNow Store
It’s 9:14 AM. You haven’t had your coffee yet. A ticket comes in: “The site’s down. Plz fix...
AI, Service Desk, Thought Leadership
Implementing AI: Real-world Insights from Industry Experts
Artificial Intelligence (AI) is no longer a futuristic promise. It’s an operational reality reshaping businesses across industries. But...
AI, Innovation, Service Desk
GenAI in IT Operations: From Firefighting to Intelligent Automation
Most IT operations haven’t really been “operating.” For decades, we’ve built workflows that respond after something breaks. Rule-based...
Service Desk
Why Most Service Desks Are Still Broken—And What You Can Do About...
Inside a ServiceNow Knowledge 25 session that should be required listening for every IT Ops leader Heinken BV...
Service Desk
Service Desk Transformation to Drive Efficiency and Slash Costs
Why IT Support Services Need a Transformation In the modern workplace, service desk and IT support services are...
Service Desk
DEX: Digital Employee Experience Guide
In an era where digital transformation dictates the pace and quality of work, the Digital Employee Experience (DEX)...
Service Desk
“You can’t hire a smile”: Bringing emotional intelligence to your IT service...
If you’ve ever been on the receiving end of an IT support call, you know that it’s not...
Service Desk
Can you hear me now? The art of listening to the Voice...
Voice of the Customer analysis is a process for gathering customer feedback and turning it into insights that...
Digital Workplace Services, Service Desk
5 ways to improve the velocity of IT services
The concept of the Service Desk is simple – it’s a central point of contact between an organization...
Thought Leadership, IT Logistics, Digital Workplace Services, Strategies, Service Desk
7 attributes of an exceptional managed service provider
For most organizations, the IT service desk is a costly necessity that never seems to provide a good...