You’ve written before about Help Desks and how hard it is to establish useful metrics [for example “ Another helpless desk,” Keep the Joint Running 12/17/2007 — Bob]. My question: What would be so ...

Inflated incident count? A scramble for getting credit for closed tickets? A steady stream of distractions for the IT staff everywhere else? Metrics might be the culprit I’m a developer, and our help ...

Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. Over the next 12-18 months, the legal industry will see ...

Help desks are a growing feature that is commonly found on websites to help users get the most out of a tool, application or platform. However, a help desk can't just be viewed as a functional ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

The impact of the pandemic on educational programming has created what will more than likely be fundamental and foundational changes to the traditional classroom environment. In general, the ...

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