ITSM-manager for happiness: how the profession of the future helps to expand the boundaries of the service desks

ITSM-manager for happiness: how the profession of the future helps to expand the boundaries of the service desks "What kind of nonsense? Are managers happy? " - the pessimist asks the title of the article. "But the idea is real! In the UAE for a long time now is Minister of Happiness works! " - the optimist parries.
 
And where does information technology? About everything in order. At the beginning of this year, the well-known Russian IT company offered to participate in a series of thematic events on the application of the principles of the service approach outside IT as an expert. The overall goal of the events is to share experience, how to organize effective interaction between the ...
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How do we transfer 36 million customers to the digital support service

We at Rostelecom have long thought about translating the voice client service into digital channels of text communication. For small companies, the task looks easy, but when it comes to a service of hundreds, and in the long term even thousands of support operators, there is something to think about. In this post we will tell you what solution was found for this, what it is in general and allows you to do it. Spoiler: a lot of things.
 
 
How do we transfer 36 million customers to the digital support service  
 

Searches for the solution


 
Now more and more people prefer social networks and instant messengers to regular telephone conversations. Therefore, Rostelecom decided ...[/h]
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Caution. How to use process metrics without harming the health of

Caution. How to use process metrics without harming the health ofprocesses. The original Be Careful How You Use Metrics  By Stuart Rance | April 1? 2018 in General IT   Unfortunately the original is no longer available :(, but now there is a translation :). It turned out quite free and is closer to retelling, i.e. the interpreter's personal experience could outshine the author's opinion and somewhere to substitute the original meaning, so it's more accurate (here and further italic translator's comments).   If you set a goal for the employee with personal gain, then his efforts to achieve it will be much more than efforts to work for the benefit of customers ...
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There is work in RnD, or how to get away from monotonous and small tasks

Recently we decided to allocate RnD-activity Nexign (formerly Peter-Service) to a separate division, distributed to three cities in Russia - Moscow, St. Petersburg and Novosibirsk. Since then, we are actively looking for new professionals for him, who will determine the shape of our key decisions in the future. In this post, we will talk in detail about how RnD Nexign works and who we are looking forward to in our team.
 
 
There is work in RnD, or how to get away from monotonous and small tasks  
posts .
 
 
Within the whole RnD, we are ready to create teams for those open-source solutions, in which we see the prospect for the development of products. Any specialist...
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Internship for atypical programmers

Internship for atypical programmersThere are internships for students in many IT companies (Nexign - Peter-Service previously is not an exception). Obviously, most trainees look forward to further employment in the state. But how do future IT pros imagine the future work and how much do these representations coincide with the company's expectations - and contemporary reality?
 
 
The fact is that the views of many yesterday's graduates with little experience (or completely without it) about what a "real" programmer should be, often lag behind reality for a fair number of years. In practice, however, the portrait of an IT specialist...
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ITSM educational program: 7 ways to diagnose the causes of IT incidents and problems

ITSM educational program: 7 ways to diagnose the causes of IT incidents and problems
 
Translation of a curious article by Stuart Raines, giving an overview of some approaches and techniques for finding the causes of incidents and problems. Surface review, but this level of immersion is enough to generate interest in the topic.
 
 
Author: Stuart Rance
 
Published on 10/31/2017 in blog SysAid section ITSM
 
Link to the original: 7 Ways to Diagnose IT Incidents and Problems
 
 
It is necessary to train the support staff and the rest of the IT staff in the diagnosis of incidents and problems...
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Comparison of ITSM-systems

Comparison of ITSM-systems  
 
As companies develop, companies need to develop and adapt their IT structure. And the logical question arises: "What do you need?" Or "Where to start?" And then ITIL and ITSM come to the rescue.
 
 
ITSM is an approach to the management and organization of IT services aimed at meeting the needs of the business. The implementation of the ITSM-system is an important task, the solution of which will significantly optimize the activity of the company's IT structure, and will also contribute to a more competent distribution of labor, information and economic resources.
 
 
There are many ITSM-systems on ...
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Integration between monitoring and ITSM

Integration between monitoring and ITSM At the request of workers, we present new material from cycle of articles the integration of a variety of IT-systems in the customer's infrastructure. This time, we will dwell in greater detail on such a symbiosis as the monitoring system and the ITSM-system.
 
 
What are these systems individually can be told for a long time. A properly tuned and working monitoring system helps to avoid or prevent many troubles, and the ITSM-system allows to manage IT-processes and record events happening in the infrastructure. We will not delve into the intricacies of the operation of these systems individually, but we ...
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Service Portal: how does the single interface work with IaaS-provider

According to Steven Van Belleghem, a customer relations expert and author of The Conversation Manager, Steven Van Belleghem, 70% of users expect that the company's website will have a self-service portal. At the same time in Zendesk argue that 53% (out of 7 thousand respondents) customers prefer to find solutions to problems without the help of support services.
 
 
In this article we will describe what a self-service portal is, what functions it performs, and what its benefits are for the IaaS-provider and its customers.
 
 
Service Portal: how does the single interface work with IaaS-provider

 
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ITSM chatbots: what it is, and why they need

According to report Deloitte, AI-platform will allow state organizations to save 1.2 billion hours and 41.1 billion dollars a year on Service Desk and service management by automating routine tasks. At the same time, analysts say that chatbots will help to use the capabilities of AI systems for automating business processes.
 
 
In this article we talk about the benefits of chatbots for enterprises and ITSM-processes, as well as about what AI-solutions offer in ServiceNow.
 
 
ITSM chatbots: what it is, and why they need

 
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