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Supporting multiple service desks can be costly and inefficient and produce poor or inconsistent service delivery. This project will help you build a strategy to...
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You can’t mature processes without also documenting them. Process documentation is most effective when workflows are both written out and visualized in the form of flow...
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Design a VIP support model for the service desk that meets the needs of your executives – but doesn’t negatively impact service delivery to the rest of the organization –...
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As the business gets more innovative to solve its problems, IT finds itself in reactive mode, dealing with software bloat, managing surprise SaaS renewals, and having to...
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Leverage the storyboard and associated materials to build a plan for developing a project handover that the service desk will use to support the new application/product....
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Understand how and why to measure customer satisfaction with the service desk, then design both a transactional and relationship survey to collect feedback, and build a...
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Small enterprises have many of the same issues as large ones, but with far fewer resources. Focus on the most important aspects to improve customer service.
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Cost reduction has traditionally been an incentive for outsourcing the service desk. This is especially the case for those organizations that don’t have minimal processes...
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An ITSM tool implementation project can be complicated with vendors relying on project managers to define the implementation parameters. Project managers often must make...
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With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...
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