How to De-escalate an Angry Customer: Fight, Flight, or Avoid?
How to keep composed and unflappable and which approach to choose when the communication gets tough.
Tag Archive for: ITSM
AI in ITSM: 3 Artificial Intelligence Applications Vendors Already Use
How has AI shaped ITSM? We analysed 8 leading ITSM vendors to find out how they implemented AI in their solutions.
Ticket Deflection: When Words are Unnecessary
Encourage customers to find solutions to their issues without the assistance of human agents, reduce the number of tickets, and let your support team do their job better.
Canned Messages for Accurate and Consistent Communication
Learn how to improve user communication and boost IT team productivity by using canned responses.
Incident vs Problem: What’s the Difference?
For the rest of the world, these are just two synonyms. But in ITIL, the main IT service management framework, the distinction is crucial. Let’s find out.
