End User Experience

  • How Can "Smart" ITSM Improve the Customer Service Experience?

    How Can "Smart" ITSM Improve the Customer Service Experience?

    Research shows that support desks take “an average of 24.2 hours to provide a first response to an internal support ticket.” Yet, in spite of this, 28% of IT professionals polled still...

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  • Customer Service is the Top Priority of Your Service Desk

    Customer Service is the Top Priority of Your Service Desk

    This entry is written as part of "The End User Advocate" blog series, an informal examination of IT processes and the people who interact with them. Across the modern...

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  • 5 Ways to Improve Service Delivery While Reducing Cost

    5 Ways to Improve Service Delivery While Reducing Cost

    For a corporate IT organization to create business value, it needs to focus on things beyond the IT infrastructure, including: understanding customer needs and wants; delivering high quality...

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  • The Growing Importance of End User Engagement on the Service Desk

    The Growing Importance of End User Engagement on the Service Desk

    The IT service desk goalposts have moved. Company employees - whether you wish to call them end users, customers, consumers, business colleagues, or something else - have change the way they...

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  • Discover ChangeGear Service Smart Technology

    Discover ChangeGear Service Smart Technology

    IT is busy. To keep up, we have created a smarter ITSM solution, ChangeGear 7 with Service Smart Technology (SST). Improve customer satisfaction, automate self-service, make informed decisions, and...

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  • ChangeGear User Center

    ChangeGear User Center

    The User Center is a fully integrated feature of ChangeGear designed to increase Service Desk efficiency and improve customer satisfaction. The User Center feature streamlines request creation for...

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  • Stay updated on the latest ITSM thought leadership! Check out the SunView Software Blog.

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  • 5 Ways to Improve IT Service Desk for a Better End User Experience

    5 Ways to Improve IT Service Desk for a Better End User Experience

    Many corporate IT service desks continue to be under pressure to deliver better IT support – with end-users and customers demanding increased efficiency and a better service, and likely at a lower...

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  • Can AI and ITSM Deliver a Better Customer Service Experience?

    Can AI and ITSM Deliver a Better Customer Service Experience?

    There are two myths surrounding the help desk. The first is that humans deliver the best service, and the second is that users only want to deal with other human beings.

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  • Maximize Your ITSM Solutions with AI

    Maximize Your ITSM Solutions with AI

    Organizations in today’s fast paced environment understand the importance of developing business agility so that they can quickly and efficiently adapt to changing business and customer...

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  • Improving Enterprise Service Delivery through ESM

    Improving Enterprise Service Delivery through ESM

    Read on to learn more about ESM, its benefits, and how it can be deployed in various industries.

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  • Make the Serve-Yourself Approach to IT Service Management Effective

    Make the Serve-Yourself Approach to IT Service Management Effective

    The self-serve approach to IT service management can be cost-effective as well as more efficient for your IT department… if it’s implemented properly. Otherwise, you could have a...

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  • How Does Self-Service Make Your Help Desk More Efficient?

    How Does Self-Service Make Your Help Desk More Efficient?

    Self-service communication channels via ITSM automation can provide what people want. Why is that? The answer isn’t hard to find; think about the normal workflow of a help desk.

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  • Improve ITSM: Add Value With Chatbots

    Improve ITSM: Add Value With Chatbots

    When you think of ITSM, what words come to mind? Do you think IT service management is difficult, complicated, and labor-intensive? It doesn’t have to be any of those things.

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  • 10 Ways to Improve Your End User Experience

    10 Ways to Improve Your End User Experience

    This entry is written as part of "The End User Advocate" blog series, an informal examination of IT processes and the people who interact with them. When your end users have a...

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  • Are the Russians Affecting Your End User Experience?

    Are the Russians Affecting Your End User Experience?

    This entry is written as part of "The End User Advocate" blog series, an informal examination of IT processes and the people who interact with them. The headlines about...

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  • 10 of the Best ITSM and Service Desk Blog Sites

    10 of the Best ITSM and Service Desk Blog Sites

    Every now and then someone will ask "What are the best sources of IT service management (ITSM) and service desk (and possibly even customer service) advice?" There are of course many paid-for...

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  • Making ITSM the Customer Interface to DevOps

    Making ITSM the Customer Interface to DevOps

    The average IT service management (ITSM)-espoused corporate IT service desk hopefully has deep expertise in dealing with internal IT customers and the IT they use, plus a reasonable knowledge of...

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  • How AI is Changing the Service Desk for Staff and End-Users

    How AI is Changing the Service Desk for Staff and End-Users

    Chatbot technology and other artificial intelligence tools represent a watershed moment in customer service innovation. Now businesses can provide their customers with intuitive, human-like...

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  • Can AI Improve the ITSM Customer Experience?

    Can AI Improve the ITSM Customer Experience?

    Whether you work in retail, manufacturing, healthcare or IT service management, everything you do is ultimately for the customer's benefit.

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  • 3 Ways That AI Helps Improve Service Desk Consistency

    3 Ways That AI Helps Improve Service Desk Consistency

    When the service desk doesn't respond fast enough, users notice. According to MetricNet research, the longer the mean time to resolution, the lower the average customer satisfactions score. You...

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