Consumers are rejecting call centres and helpdesks, preferring to search online for answers via self-service. Is the end nigh for your service desk?
Technology investment is being led by services and software as businesses focus on uncovering IT value.
Service desk software is crucial to the smooth running of any business and here's why Richmond customers say the personal touch helps them deliver the effective service demanded of them.
The latest version of Richmond ServiceDesk has further improved the IT support customer experience, according to those IT support teams who have upgraded.
Does the time it takes to update your self-service knowledge base exceed the time it saves you? Eric Wright unravels the self-service paradox.
As the frequency of cyber attacks increases on a daily basis, can public sector ITSM trust the cloud to safeguard citizen and organisational information?
Research from KPMG says that technology companies are unable to counter the threat from small, disruptive IT operations. Is the service desk reacting too slowly to the changing world of business IT?
Small, nimble tech companies are continuing to undermine global incumbents despite growing understanding of the potential threat from disruptive technologies.
The mobile device hype appears to have finally died down, bringing a needed dose of reality back to business technology.
We've released Richmond ServiceDesk v11 and here's why it is transforming IT customer service.