You've heard of Shift Left, but do you know about Extreme Shift Left?
In a perfect world, we’d be able to buy a chatbot, bolt it onto the service desk, and put our feet up because the bot is handling all the tickets.
The problem implicit in the service desk operating paradigm
Many organisations are seeking ways to improve self-service and reduce the load on their IT service desk or customer contact centre.
Service desk software has evolved in distinct stages. While they may seem similar on the surface, there are big differences under the hood.
In late 2020 Servicely did a number of in-depth interviews with CIOs, VP IT Ops and Service Desk Managers.