The latest News & Information on Helpdesk, Service Desk, IT Help desk


ServiceNow transforms the quarterly close

All companies must close their books at the end of every quarter and fiscal year. Historically that’s been a painful, time-consuming process. Help is on the way with ServiceNow® Finance Close Automation, recently previewed during the Knowledge 2019 keynotes in Las Vegas. We also held breakout presentations on the conference show floor to discuss this new technology, which will be available in our next product release – New York – in the third quarter of 2019. So, what is it and what does it do?


Introducing ServiceDesk Plus Cloud for Microsoft Teams

As much as service desk teams encourage use of their IT self-service portals, many end users still prefer the conventional method of calling the IT service desk team or walking in to report an IT issue. Although this solves the immediate problem, it reduces service desk efficiency and makes tracking tickets and other administrative tasks a nightmare for IT technicians.


Help desk vs service desk: what’s in a name?

Have you ever overheard people having heated discussions about the differences between help desks, service desks, and IT service management (ITSM)? Surprisingly, we have. Some argue that help desk is an outdated term referring to an IT-centric support capability born in the late 1980s (think mainframes), with little attention to the end user. They may say service desk was coined to describe a new focus on serving end-users in a timely manner.

Setting up Zia, your service desk's conversational virtual IT support agent [Webinar]

The cloud version of ServiceDesk Plus now comes with your own virtual support agent, #Zia, who can be the first point of contact for your service desk. Zia helps perform simple service desk activities and fetch information, so end users don't have to rely on a technician. And with access to a conversational #virtual_support_agent, technicians in the field can now perform #servicedesk activities with simple hands-free voice commands. Learn more about Zia and her capabilities in this webinar.

Some small, often-requested features that you have been waiting for

We often get requests for small features that are not deal-breakers for our customers but would definitely make their lives easier. Individually they are not big enough to merit a blog post, but put them together and they make a lot of little differences. So every once in a while you will see a post that wraps up some of the smaller features of the last few releases. This update covers the latest release (out today!) and a few of the releases prior.