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Articles By

Sumit De

Head of Consultancy UK

Self Service

Digital self-service at your service desk
By Sumit De on April 1, 2021

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...

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Metrics & KPIs

Service desk KPIs: the low-down
By Sumit De on April 2, 2020

So you want to set targets for your department. But where do you start? You’ve done your research and everybody who is anybody is saying service desk KPIs are the way to go. But what...

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ITSM Processes

Understanding the Incident Priority Matrix
By Sumit De on August 15, 2019

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage monsters....

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Customer Experience

ITSM trends: What is Employee experience?
By Sumit De on August 2, 2018

Employee experience is the new business rage, so it seems. Earlier this year, Forbes proclaimed 2018 to be the year of Employee Experience, and you see it popping up in shows and events...

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Metrics & KPIs

Setting Help Desk Customer Experience KPIs that matter
By Sumit De on June 28, 2018

At the end of the day, it's your Service Desk customers have the last word about your services. And that's why it's increasingly important that you track how they feel about their...

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Customer Experience

Improving your Service Desk Customer Experience
By Sumit De on March 28, 2018

Want to exceed your customer’s expectations? Take one step back. Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce Enablement.

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