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IT organizations across the globe are quickly refocusing themselves to better support their end-user communities and other stakeholders as the COVID-19 pandemic continues...
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In times of crisis such as the current COVID-19 pandemic, organizations should be committed to two key goals: Continuing to deliver high-quality services to their...
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The rapid changes associated with a pandemic such as COVID-19 can lead to a massive increase in service desk calls. Employees need answers quickly while support staff are...
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Read this Executive Brief to understand why service desk ticket intake is crucial to end users.
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As an infrastructure leader, you need to ensure you have the right focus and ability to execute on the needs of both IT and the business.
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The service desk is the face of IT. User satisfaction with IT in finance and insurance is largely influenced by the quality of the customer service the service desk...
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Service desk tickets are not all created equal. Distinguishing between different types of tickets is critical for reporting and service delivery. Don’t let generic ticket...
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End-user perception of IT is heavily influenced by the quality of service it delivers. Improve business satisfaction with all IT processes by improving service...
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Ad hoc approaches to service desk ticketing are inhibiting IT from achieving operational efficiency. Organizations with informal contact structures experience slower...
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Organizational information that goes undocumented is often lost or forgotten. Small enterprises without a central information repository suffer from knowledge gaps when...
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