AI in Help Desks: The Future of IT Support

A young man with dark, long hair tied back and a beard, sitting at a table in the foreground and smiling as he looks at an open laptop. In the background, other people at desks are barely visible, and a blurred office space can be seen.

The rapid development of artificial intelligence has already revolutionized many aspects of our lives and work. In IT support and helpdesk operations, AI also offers enormous potential for optimizing processes, increasing efficiency, and making day-to-day work easier for employees. But how can AI applications be used in the helpdesk, and what role do humans play in this increasingly automated […]

Resilience in the Service Desk – Strategies and Tips

A modern office setting with young people working at computers. Two women are leaning over a clipboard, two men are discussing something at a laptop, and three people are standing together in the background.

Trigger warning: The following description may cause your heart rate to rise—especially if you’re a service desk manager. If you don’t feel up to reading the following account of the daily madness in a fictional support department, we recommend checking out another interesting—though less thrilling—article from our blog, such as one on ITIL. Otherwise, you’ll just have to brace yourself. […]

Successful appearance at the 2023 Hannover Messe

Carlos Kohl, Head of Product Management, is demonstrating the F4SD product to a prospective customer on a screen.

With our presence at the 2023 Hannover Messe, we succeeded in significantly expanding the market presence of our service desk application “F4SD.” The software generated interest not only among industry professionals but also among the press on site. From April 17–21, 2023, we were at the Hannover […] with our own products and the applications of our partners Matrix42, Varonis, and Nexthink.

How IT Support Delivers Across the Board

A view of an office where four people are sitting at desks, working or chatting and laughing, with a window facade in the background.

Whether you’re implementing a new service desk tool or optimizing your service desk in general, the key is to maintain the right focus. If you’ve assumed that this is all about metrics and strategic foresight, you’re not entirely wrong. But while strategic thinking is important, you shouldn’t forget that strategy is built on operations. […]

How to Make Your Service Desk Project a Success

A close-up showing the hands and arms of three people. A woman is holding a sheet of paper labeled "Business Plan 2021" with statistical charts on it. A man has his fingers spread across another printout on the table, a pen between his fingers; next to it lies a tray, photographed at such an angle that the screen is visible only as a reflective, black surface. In the background, a third person can be seen leaning on the table with a hand and an elbow.

In service desk projects, support staff often feel haunted by a recurring nightmare. Yet another new service desk software? Yet another round of restructuring and retraining? After all, the new tool is supposed to make everything better and deliver stellar results. So why all the grumbling, the frustration, and—above all—the lack of success when rolling out the highly acclaimed […]