How Digital Transformation Will Transform Help Desk and Service Desk Operations

By |2021-04-20T17:12:57+00:00October 26th, 2020|

As organizations are developing new automated processes and taking data to a whole new level to make an organization operate more efficiently and smarter, an organization’s service desk operations needs to adapt and adopt the necessary skillsets. Cloud computing, IoT, Big Data- these are all buzzwords that should be ringing in the ears of [...]

Do You Need a Bilingual ITIL Service Desk? 6 Questions to Ask Your Team

By |2021-04-20T17:15:32+00:00October 19th, 2020|

If you’re looking to optimize your service desk operations for your entire user base, then one often untapped place to do that is by implementing service desk resources and staff for your Spanish-speaking user base. This is especially important for the transportation industry – one of our main clients – because more and more [...]

7 ITIL Service Desk KPIs to Optimize in 2021

By |2021-04-20T17:16:11+00:00October 15th, 2020|

If you’re like many CIOs or IT Service Desk Managers, you’re probably looking at the data and wondering how next to improve operations. Or perhaps the ask to improve certain metrics or costs are coming from executive leadership as a goal for 2021. Whatever the reason, you’re likely looking to maximize your service desk [...]

7 Tips for Writing Better Service Desk KB Articles 

By |2021-04-20T17:17:31+00:00October 8th, 2020|

Effective service desk operations runs on knowledge management - specifically, knowledge base (KB) articles. Knowledge Base articles can help your end users solve problems on their own and help your IT Support team resolve issues more efficiently. KB articles also serve as a training tool, encapsulating your knowledge, procedures, and processes in an easy-to-digest, [...]

Fifteen ITIL 4 Definitions IT Execs Should Know (But Probably Don’t)

By |2021-04-20T17:18:06+00:00October 6th, 2020|

As a proven provider of Outsourced ITIL® IT Support and Service Desk Staff, the Aptude team works to stay on top of ITIL® nomenclature and best practices. And if you’re a manager or executive leader who has to make decisions within an ITIL® framework, then it’s imperative you speak the same language as your [...]

5 Easy Ways Companies Can Improve Service Desk Operations

By |2022-02-04T18:43:08+00:00September 9th, 2020|

With everything else to do, many companies struggle to develop a highly responsive ITIL service desk environment that consistently meets end-user and customer expectations. End users want to engage with the companies they work with effortlessly. It’s simple but not always achievable with companies still using legacy systems or manually tracking incoming calls. In [...]

10-Step Execution Plan to Outsourcing Service Desk Operations

By |2022-02-04T21:04:36+00:00July 31st, 2020|

Easy High-Performance Tools for Technology-Based Service Center What Is Outsourcing? It is simply a business practice where a company struggles with operations, tasks, and processes. Businesses partner with outsourcing agencies to help with cost-cutting measures - labor costs, personnel salaries, overhead equipment, and technology. “It is up to the customer if a company lives [...]

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