Optimize the Service Desk With a Shift-Left Strategy

Shift left involves shifting ticket resolution from more costly resources to the first line of support and to end users, freeing up resources, reducing costs, and...
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Improve Service Desk Ticket Intake

Adopt a continual service improvement mindset and make gradual changes to ticket intake. Focusing on a small number of improvements each quarter will allow you to...
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Improve IT-Business Alignment Through an Internal SLA

​The business is rarely satisfied with current service levels. However this dissatisfaction is often based on perception. Without an internal SLA that effectively tracks...
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Implement Systems Management to Improve Availability and Visibility

This blueprint will help you implement a systems management solution to improve availability and visibility.
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