Top Trends in Service Desk Technology: Automation, AI, Cloud, and Cybersecurity
As Service Desk organisations look to enhance performance, automation, AI, and cloud technologies are emerging as key drivers of efficiency and innovation. Alongside these trends, businesses must also safeguard their operations against cyber threats while embracing frameworks like… read more
Service Catalogue – Central Pillar of an IT Service Organisation
A Service Catalogue is one of the most powerful and visible tools available to an IT department, playing a crucial role in supporting the organisation’s work and aligning IT services with business needs. Who is Troy DeMoulin? Troy… read more
The IT Service Desk: Key Steps for Setup
Setting up an IT Service Desk can be challenging, but with the right approach, it can greatly improve customer satisfaction and IT efficiency. Below are the essential steps to follow for a successful service desk setup. People: Staffing… read more
Creative Problem Solvers’ Guide to the IT Help Desk
While IT may seem like a profession centred on the hard science of computing, it’s far from dry or intimidating. Beyond understanding how computers and networks function, IT professionals – especially help desk technicians and technical support specialists… read more
Freshservice Benchmark Report 2024
At Pink Elephant, we are proud to partner with Freshworks to provide cutting-edge IT service management solutions through Freshservice. As a trusted partner, we leverage Freshservice’s industry-leading tools to help organisations streamline their IT operations, boost productivity, and… read more
Digital Transformation – Supporting Change
Digital transformation isn’t just an IT task, it’s a leadership-driven, organisation-wide initiative. While top technologies perform as designed, transformation fails when employees don’t embrace them, typically due to leadership gaps. Successful transformation requires transparent communication, upskilling staff, and… read more
Digital Transformation: Agile Ways of Working
When transitioning to Agile working methods, organisations must plan carefully – beyond just declaring “we’re doing Agile now”. Effective leadership, communication, and a cultural shift across both IT and non-IT teams are essential for success. The pressure created… read more
Digital Transformation – Preparation
When organisations embark on digital transformation initiatives, it’s essential to support the change with the right activities, functions, and ways of working to ensure success. Once desired outcomes are identified, a 360-degree assessment of people, processes, and technology… read more
Digital Transformation: Triumph, Tragedy and Strategy
When the UK went into its first lockdown in March 2020, many organisations had to quickly adapt to remote working, placing new pressures on IT departments. While some were well-prepared, others faced difficulties, particularly with large volumes of… read more
Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact… read more