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First-Time Fix (FTF) is one of the most meaningful metrics in any service desk. When analysts solve an issue on the very first attempt - wit...
Read MoreReading Time:
3min
27/11/2025
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If you manage a service desk, you already know that Service Level Agreements (SLAs) are more than ju...
Reading Time:
3min
27/11/2025
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Every day, analysts sift through new tickets, interpret often vague end-user descriptions, try to ca...
Reading Time:
2min
27/11/2025
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In IT, there’s a long-standing belief that bigger equals better. The more features a platform has, t...
Reading Time:
2min
28/10/2025
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When you’re choosing an IT service management (ITSM) platform, there’s no denying that the price tag...
Reading Time:
3min
28/10/2025
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Once upon a time, the service desk manager role was all about keeping the lights on and fixing thing...
Reading Time:
3min
10/09/2025
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Change is inevitable. Whether it’s adopting AI-powered tools, streamlining workflows, or rethinking ...
Reading Time:
2min
10/09/2025
