Build a Right-Sized Service Desk for Small Enterprise – Phase 2: Design and Build a Right-Sized Service Desk for SE

Author(s): Ryan Welham, Cassandra Cooper, George Goodall

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This research will help you to build a sustainable, right-sized service desk. Align the service desk with the business to address service gaps, improve customer service, and decrease time and cost to resolve tickets.

Tags

ITIL,  help desk,  service desk,  service management,  strategy,  self-serve,  ITSM,  KPIs, metrics, processes, self-serve, knowledgebase, call avoidance, workflows, service gaps, customer satisfaction, first call resolution, ticket templates, service desk strategy, backlog management, escalation rate, service desk benchmarks, delivery channels, process constraints, escalation rules, ticket classification, small enterprise
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