Help desk migration mistakes can be costly and disruptive. Organizations increasingly seek for more advanced help desk solutions as they grow in size or complexity, and the process of transitioning from one platform to another becomes a critical endeavor. However, without proper planning and awareness of potential pitfalls, it can quickly turn into a nightmare of data loss, operational inefficiencies, and frustrated customers.

IT asset management (ITAM) is an increasingly popular IT management discipline, with 2022 Axelos research data showing that ITAM is the seventh most adopted IT service management (ITSM) capability (ITAM was added to ITIL in ITIL 4): But it’s such a wide-ranging IT management capability that it can be challenging to understand where to start and how to ensure that initial ITAM investments deliver sufficient benefits to engender future ITAM growth.

In today’s world of ever-evolving technology, IT Service Management (ITSM) Release Management is one of the most important tasks for any business. It ensures that the latest software and hardware updates are released in a timely manner, allowing businesses to stay competitive and up-to-date in their respective industries.

Support tickets are the primary way that users communicate incidents and problems. This is why it is important for businesses to understand the support ticket lifecycle, as well as the interventions and tools that can speed up the resolution process. To help businesses understand how they can improve, we are going to cover.

Properly learning how to manage a help desk is crucial for the success of any organization, both internally amongst its different departments, and with external customers. Smoothly operating one is no easy ride; it requires juggling multiple tasks and coordinating diverse teams.

If you have a large support team, it can be difficult to maintain complex workflows. In an ideal world, your team would easily distribute tickets to the people who know how to handle them best – with no time lost unnecessarily bouncing support tickets between different agents or departments. Without the right tools, teams have to use cumbersome and costly workarounds to route tickets to the right places.

A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next. The best way to maintain your knowledge base is by harvesting support agents’ collective knowledge – but they’re often swamped and enabling their contributions can be a huge operational hurdle. Fortunately, you can easily capture content using the Zendesk Knowledge Capture app, which helps agents in three key ways.